Customer Support & Admin Specialist (Flexible Hours)

Travail Employment Group; Trowbridge; On-site; GBP 24,000 - 30,000; Full time

Benefits offered by this job

20 Paid Holiday

On-Site Parking

Canteen Facilities

Flexible hours discussion

No weekend work

Job summary

Travail Employment Group is seeking a proactive Customer Service Administrator in Trowbridge to provide essential administrative and customer support to our Customer Support department. The role runs Monday to Friday with a £13.20 per hour rate and on-site parking.

The candidate will manage FreshDesk tickets, monitor queues, keep customers updated, schedule visits, maintain records, and support the technical team while ensuring tasks adhere to SLAs.

Qualifications

• Strong IT skills with a good working knowledge of Microsoft Office, including Word, Excel and Outlook.
• Excellent written and verbal communication skills.
• Outstanding customer service and customer-facing experience.
• Strong organisational skills with excellent time-management abilities.
• Ability to prioritise workloads and manage multiple tasks effectively.
• High level of accuracy and attention to detail.
• Professional and confident telephone manner.
• Ability to work independently and collaboratively within a team.
• Experience with FreshDesk and other ticket systems is advantageous.

Responsibilities

• Log, update, manage and track support tickets within the FreshDesk system.
• Monitor support queues and shared inboxes, ensuring requests are assigned and progressed.
• Provide customers with updates regarding support cases and ongoing work.
• Schedule engineer visits, installations, maintenance activities and support calls.
• Maintain accurate customer records, databases and documentation.
• Produce reports, spreadsheets and administrative documentation as required.
• Process supplier and customer documentation efficiently.
• Assist with quotations, purchase orders and service-related paperwork.
• Provide administrative support to the Technical Support team.
• Escalate urgent customer issues where appropriate.
• Ensure all customer requests are managed in line with SLAs.

Skills

IT skills

Communication skills

Customer service

Time management

Organisational skills

Team player

FreshDesk

Halo

ServiceNow

Zendesk

Tools

FreshDesk

Halo

ServiceNow

Zendesk

Job description

Travail Employment Group is seeking a proactive Customer Service Administrator in Trowbridge to provide essential administrative and customer support to our Customer Support department. The role runs Monday to Friday with a £13.20 per hour rate and on-site parking.

The candidate will manage FreshDesk tickets, monitor queues, keep customers updated, schedule visits, maintain records, and support the technical team while ensuring tasks adhere to SLAs.