Operations Administrator

WeMaintain; Greater London; On-site; GBP 25,000 - 37,000; Full time

Job summary

WeMaintain in Greater London is looking for a highly organised Customer Service Administrator to enhance customer satisfaction within the lift and escalator industry. This role involves supporting the Customer Success Manager by acting as the first point of contact for customer inquiries and maintaining accurate records.

The ideal candidate will have excellent communication skills and the ability to work under pressure, with the role requiring a proactive approach to customer service and administrative tasks.

Qualifications

• Previous experience in an administration or customer service role.
• Excellent telephone manner and written communication skills.
• Ability to prioritise workload and work under pressure.

Responsibilities

• Act as a first point of contact for customer inquiries.
• Provide timely updates to customers regarding service.
• Assist Customer Success Manager in maintaining strong customer relationships.

Skills

Organisational skills

Attention to detail

Customer-focused

Communication skills

Problem-solving skills

Proficient in Microsoft Office

Job description

Overview

We are seeking a highly organised and customer-focused Customer Service Administrator to support the Customer Success Manager in delivering exceptional service to our clients within the lift and escalator industry.

Responsibilities

• Act as a first point of contact for customer enquiries via telephone and email.
• Provide timely updates to customers regarding service visits, repairs, quotations, and ongoing works.
• Support the Customer Success Manager in maintaining strong customer relationships.
• Escalate customer concerns and complaints appropriately whilst ensuring a positive customer experience.
• Maintain professional communication with clients, contractors, and internal stakeholders.

Administrative Support

• Provide administrative support to the Customer Success Manager and wider operational team.
• Maintain accurate customer records, contracts, service reports, and documentation.
• Process customer requests, quotations, purchase orders, and service-related paperwork.
• Prepare reports, spreadsheets, and customer correspondence as required.
• Ensure all documentation is filed and stored accurately within company systems.

Service Coordination

• Assist with scheduling service visits, repairs, callouts, and maintenance activities.
• Liaise with engineers regarding appointments, customer requirements, and attendance updates.
• Monitor outstanding jobs and support the completion of works within agreed timescales.
• Track and update service management systems to ensure accurate job progress reporting.
• Support the coordination of emergency breakdown callouts.

Customer Success Support

• Assist the Customer Success Manager with customer account management activities.
• Support onboarding of new customers and contract mobilisation.
• Monitor customer feedback and identify opportunities to improve service delivery.
• Help prepare account review documentation and customer performance reports.
• Support customer retention initiatives through proactive communication and follow-up.

General Duties

• Maintain confidentiality of customer and company information.
• Support continuous improvement initiatives and administrative processes.
• Work collaboratively with operations, engineering, finance, and management teams.
• Undertake additional administrative duties as reasonably required.

Essential

• Previous experience within an administration or customer service role.
• Excellent telephone manner and written communication skills.
• Strong organisational skills and attention to detail.
• Ability to prioritise workload and work under pressure.
• Proficient in Microsoft Office, including Outlook, Word and Excel.
• Strong interpersonal and problem-solving skills.

Desirable

• Experience within the lift, facilities management, engineering, maintenance, or service industry.
• Knowledge of service scheduling or job management systems.
• Experience supporting account management or customer success functions.

Personal Attributes

• Customer-focused and professional.
• Proactive and solutions-oriented.
• Strong team player with a positive attitude.
• Reliable, organised, and able to manage multiple priorities.
• Comfortable working in a fast-paced service environment.

How to Apply

We carefully read every application. Tell us who you are, what draws you to this role, and what you\'d like to build with us. What we value most is drive, curiosity, and potential — not a perfect resume. To apply, just click the “Apply” button below and answer a few short questions. It’s quick and helps us get to know you better.

Recruitment Process

• Video call interview with the Service Desk Manager - 40 minutes
• Face to face meeting with the Branch Manager - 60 minutes