Customer Support Administrator

Smiley & Co, Ltd.; Peterborough; On-site; GBP 22,000 - 28,000; Full time

Job summary

A leading company in the cleaning equipment industry seeks a Customer Support Administrator in Peterborough. The role involves managing customer inquiries and key accounts, ensuring high service standards. Ideal candidates are organized, have excellent communication skills, and thrive in a fast-paced environment.

Qualifications

• Educated to GCSE level or above with passes in English and Maths (or equivalent).
• Previous experience in a customer support role.
• Strong customer service skills with attention to detail.

Responsibilities

• Serve as the first point of contact for customer inquiries via phone and email.
• Manage key client accounts and respond promptly to communications.
• Monitor open calls to ensure timely resolution and update tasks accordingly.

Skills

Excellent telephone manner

Communication skills

Customer service skills

Attention to detail

Organisational skills

Innovative thinking

Education

GCSE or equivalent

Tools

Microsoft Office

Job description

Customer Support Administrator (Helpdesk)

Location: Peterborough

Salary: Competitive

With over 50 years of experience, the company is the UK's largest independent provider of cleaning equipment. They manage thousands of sites across the UK in sectors such as retail, healthcare, warehousing, manufacturing, distribution, and education. They also have over a decade of experience in robotic floor cleaning machines. Committed to a greener future through their ESG strategy, they focus on products and services that support sustainability goals.

The company encourages personal development and career progression, offering on-the-job training and support for professional qualifications. As a fast-growing business, this role suits someone eager to hit the ground running and driven to succeed.

The Role

As a Customer Support Administrator, you will provide exceptional service to customers, manage key accounts and inquiries, and act as the first point of contact for customer queries, ensuring timely responses and high service standards.

Essential Duties and Responsibilities

1. Serve as the first point of contact for customer inquiries via phone and email.
2. Manage key client accounts and respond promptly to communications.
3. Coordinate with internal and external stakeholders to provide updates and maintain accurate records.
4. Monitor open calls to ensure timely resolution and update tasks accordingly.
5. Prepare and send estimates for machinery and parts orders.
6. Coordinate the delivery of loan machines to customers.
7. Handle customer complaints and escalate issues when necessary.
8. Produce reports for stakeholders and customers.
9. Provide part details to the Parts Manager for sourcing.
10. Organise machine collection and deliveries, ensuring record accuracy.
11. Cover workflow during colleagues' absence.
12. Contribute to process improvements and escalate issues as needed.

Skills and Qualifications

1. Educated to GCSE level or above with passes in English and Maths (or equivalent).
2. Excellent telephone manner and communication skills.
3. Previous experience in a customer support role.
4. Strong customer service skills with attention to detail.
5. Highly organised and able to work under pressure.
6. Proficient in Microsoft Office and relevant software.
7. Ability to thrive in a fast-paced, agile environment.
8. Innovative thinker who embraces change and contributes to improvements.
9. Professional demeanour and effective customer handling skills.

To Apply

If you believe you are a suitable candidate and wish to work for this reputable company, please apply accordingly.