Helpdesk Customer Administrator

Eileen Richards Recruitment; Braunstone Town; On-site; GBP 26,000 - 30,000; Full time

Job summary

A facilities management recruitment agency is seeking a Helpdesk Customer Administrator in Braunstone, Leicestershire. The successful candidate will manage inbound customer service calls, coordinate with contractors, and ensure excellent service. Applicants should have previous help-desk or customer service experience and possess strong organisational and communication skills. This is a fully office-based role with a rotational emergency out-of-hours responsibility.

Qualifications

• Previous experience in a help-desk or customer service role.
• Confident in handling B2B calls and contractor communications.
• Ability to multi-task in a fast-paced environment.

Responsibilities

• Manage high volume of inbound customer calls and queries.
• Liaise with contractors and ensure timely work completion.
• Log all enquiries accurately and resolve efficiently.
• Support scheduling of jobs and escalate urgent issues.
• Maintain records and generate reports as required.

Skills

Excellent customer service

Organisational skills

Verbal communication

Written communication

Proficiency in Microsoft Office

Tools

CAFM/help-desk software

Job description

Helpdesk Customer Administrator

Braunstone, Leicestershire

26,000

• Are you an organised and proactive individual with excellent customer service skills?
• Do you thrive in a busy help-desk environment, handling inbound calls, managing queries, and supporting the smooth running of day-to-day operations?
• Would you like to join a professional and friendly team within the facilities management sector?

The Company:

We are supporting a well-established organisation in the facilities management industry who are looking for a dedicated Help-Desk Customer Administrator. This role sits at the heart of the help-desk operation, managing customer enquiries, coordinating works with contractors, and ensuring exceptional service is delivered.

Role & Responsibilities of the Helpdesk Customer Administrator:

• Handle a high volume of inbound customer service calls and help-desk enquiries, ensuring all queries are logged accurately and resolved efficiently.
• Act as the main third-party liaison with contractors, obtaining updates, arranging visits, and ensuring work is completed within agreed timescales.
• Support the allocation and scheduling of jobs, including escalation of urgent issues or service failures.
• Assist with managing out of hours calls, ensuring that emergencies and priority requests are passed to the appropriate teams.
• Maintain accurate records using CAFM/help-desk systems and produce reports as required.
• Prioritise and manage multiple tasks in a fast-paced environment while maintaining strong attention to detail.
• Work collaboratively with internal teams to resolve customer or contractor-related issues.

About You as the Helpdesk Customer Administrator:

• Previous experience in a help-desk, customer service, or administrative role, ideally within a facilities or B2B environment.
• Proven ability to deliver excellent customer service and handle a variety of customer and contractor enquiries confidently.
• Comfortable dealing with B2B calls, suppliers, and third-party contractors.
• Quick to learn new systems and able to navigate multiple platforms simultaneously.
• Strong organisational skills with the ability to prioritise and manage several ongoing tasks.
• Confident communicator with excellent verbal and written skills.
• Proficient in Microsoft Office applications; experience with CAFM/help-desk software is an advantage.
• Must be able to commute to the office in Braunstone, Leicestershire as this is a fully office based role.
• Whilst the role is Monday-Friday 9am-5pm, there is an emergency out of hours phone line which you will be responsible for 1 week of the month on a rotational shift pattern.

This role would be suitable for: customer service, call centre, helpdesk, contracts administrator, office manager etc.

Please note by applying for this role you give consent for ER Recruitment to retain your CV for up to 24 months for the purposes of assisting you to find your next role unless you notify us otherwise.

While we aim to get back to all applicants however if you do not receive a response within seven working days then unfortunately your application has been unsuccessful on this occasion.

We are here to help with your career so please send a copy of your CV to us. If you know of anyone else who is looking for their next opportunity, please feel free to refer them to us or pass on our details.