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ISS Facilities Services; Portsmouth; On-site; GBP 21,000 - 27,000; Full time

Job summary

ISS Facilities Services is seeking a Customer Service Administrator to support Helpdesk operations in Portsmouth. The role requires logging, prioritising and processing requests via phone, email and online systems with a professional customer-focused approach.

You will work collaboratively with clients, contractors, suppliers and internal teams to resolve issues, maintain system accuracy and support high-quality service standards.

Qualifications

• Excellent communication, active listening and customer service skills.
• Confident and professional telephone manner with strong complaint handling abilities.
• Accurate and efficient administration and data entry skills.
• Strong organisational, multitasking and problem-solving abilities.
• Effective team player with a self-motivated and adaptable approach.
• Quick learner with the ability to work across multiple systems.
• Flexible and able to adapt working patterns to meet business needs.
• Good working knowledge of Microsoft Word and Excel.

Responsibilities

• Log and process Helpdesk requests received via telephone, email and online systems.
• Ensure all jobs are managed within SLAs, KPIs and priority times.
• Administer and maintain Helpdesk systems, including MyMCS and ID&V.
• Coordinate works with clients, site contacts, contractors and suppliers.
• Monitor complaints, escalations and feedback, ensuring timely resolution.
• Support Helpdesk ops: telephony cover, self-service requests, email mgmt, surveys and courier requests.
• Communicate essential information to internal and external stakeholders.
• Maintain knowledge of systems and processes to ensure compliance with policies.

Skills

Communication

Telephone manners

Data entry

Organisation

Multitasking

Problem solving

Adaptability

MS Word

MS Excel

Job description

We are seeking a Customer Service Administrator to support Helpdesk operations by managing requests received via telephone, email and online systems.

The successful candidate will ensure jobs are accurately logged, prioritised and processed in line with agreed service levels while delivering a professional and customer-focused service.

Job Description

We are looking for an organised and adaptable individual with strong communication and administrative skills who can work collaboratively with clients, contractors, suppliers and internal teams.

This role requires a proactive approach to resolving issues, maintaining system accuracy and supporting the delivery of high-quality service standards.

Key Responsibilities

Manage Helpdesk requests received via telephone, email and online systems, ensuring accurate logging and processing.

Ensure all jobs are managed within agreed SLAs, KPIs and priority response times.

Administer and maintain Helpdesk systems, including MyMCS and ID&V, ensuring data is accurate and up to date.

Liaise with clients, site contacts, contractors, suppliers and service partners to coordinate works and resolve issues.

Monitor and manage customer complaints, escalations and feedback, ensuring timely resolution and communication.

Support Helpdesk operations, including telephony cover, self-service requests, email management, surveys and courier requests.

Communicate essential information effectively to internal and external stakeholders.

Contribute to continuous improvement by maintaining knowledge of systems, processes, procedures and services while ensuring compliance with company policies and standards.

Professional and Personal Competencies/Qualifications

Excellent communication, active listening and customer service skills.

Confident and professional telephone manner with strong complaint-handling abilities.

Accurate and efficient administration and data entry skills.

Strong organisational, multitasking and problem-solving abilities.

Effective team player with a self-motivated and adaptable approach.

Quick learner with the ability to work across multiple systems.

Flexible and able to adapt working patterns to meet business needs.

Good working knowledge of Microsoft Word and Excel.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognizing our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing [e-mail]

Proud member of the Disability Confident employer scheme

Customer Service Administrator

Company: ISS Facilities Services Hours: Full-time Location: Portsmouth Working pattern: On-site Job type: Permanent Posting date: 15 Sept 2026 Closing date: 15 Oct 2026

Summary

Customer Service Administrator

Location: Portsmouth, PO6 4PR

Hours of work: 40

Contract Type: Permanent

We are seeking a Customer Service Administrator to support Helpdesk operations by managing requests received via telephone, email and online systems.

The successful candidate will ensure jobs are accurately logged, prioritised and processed in line with agreed service levels while delivering a professional and customer-focused service.

Job Description

We are looking for an organised and adaptable individual with strong communication and administrative skills who can work collaboratively with clients, contractors, suppliers and internal teams.

This role requires a proactive approach to resolving issues, maintaining system accuracy and supporting the delivery of high-quality service standards.

Key Responsibilities

Manage Helpdesk requests received via telephone, email and online systems, ensuring accurate logging and processing.

Ensure all jobs are managed within agreed SLAs, KPIs and priority response times.

Administer and maintain Helpdesk systems, including MyMCS and ID&V, ensuring data is accurate and up to date.

Liaise with clients, site contacts, contractors, suppliers and service partners to coordinate works and resolve issues.

Monitor and manage customer complaints, escalations and feedback, ensuring timely resolution and communication.

Support Helpdesk operations, including telephony cover, self-service requests, email management, surveys and courier requests.

Communicate essential information effectively to internal and external stakeholders.

Contribute to continuous improvement by maintaining knowledge of systems, processes, procedures and services while ensuring compliance with company policies and standards.

Professional and Personal Competencies/Qualifications

Excellent communication, active listening and customer service skills.

Confident and professional telephone manner with strong complaint-handling abilities.

Accurate and efficient administration and data entry skills.

Strong organisational, multitasking and problem-solving abilities.

Effective team player with a self-motivated and adaptable approach.

Quick learner with the ability to work across multiple systems.

Flexible and able to adapt working patterns to meet business needs.

Good working knowledge of Microsoft Word and Excel.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #Becomewhoyouwant, #Bepartofsomethingbigger,

#aplacetobeyou,

#facilitiesmanagement

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.

We are proud to be a Gold Employer Recognition Scheme (ERS) award holder and a signatory of the Armed Forces Covenant, recognizing our commitment to supporting veterans, reservists, and military families. Through our Joint Forces Programme, we provide mentoring and support to members of the Armed Forces community and their spouses as they transition into civilian careers.

We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing [e-mail]

Proud member of the Disability Confident employer scheme

About Disability Confident Disability Confident is a government scheme. It encourages employers to recruit and retain disabled people and those with long term health conditions.