Customer Service Administrator
Department: Customer Service Administrator
Location: Office-Based – Watford / Rickmansworth
Hours: 08:30 – 17:30 (40 hours per week)
Salary: up to £33,000
About the Role
We are seeking a proactive, organised, and customer-focused Customer Service Administrator to join our busy Customer Service team. This role is central to ensuring exceptional customer care and seamless support for our client base. Working closely with internal departments and engineering teams, you will play a key part in maintaining high standards of service delivery and aftercare.
This is an ideal opportunity for someone who thrives in a fast-paced environment, enjoys problem-solving, and takes pride in delivering outstanding service.
Key Responsibilities
As a Customer Service Administrator, you will:
* Act as a key point of contact, providing consistent support to clients and internal departments.
* Be part of the Scheduling Team – the first line of communication for incoming customer enquiries.
* Schedule engineering jobs efficiently and effectively throughout the day.
* Log reactive calls and monitor engineer attendance to ensure SLA compliance.
* Escalate customer complaints or service issues where necessary.
* Ensure all customer return calls are completed within 48 hours.
* Produce daily escalation reports for outstanding issues.
* Provide holiday and sickness cover for the Helpdesk.
* Attend team meetings, internal/external training sessions and other meetings as required.
* Support the Service Manager with general administration tasks to uphold high levels of customer aftercare.
Key Skills & Attributes
We’re looking for someone who can bring:
* Strong organisational skills and the ability to work independently.
* A flexible, dynamic, and can-do attitude.
* Good numeracy, commercial awareness, and keen attention to detail.
* Ability to work under pressure and meet tight deadlines when required.
* Excellent communication, negotiation, and interpersonal skills.
* Confidence using CRM systems and MS Office (Word, Excel, Outlook).
* Ability to follow written and verbal instructions accurately.
* A collaborative mindset and willingness to support colleagues.
* A full UK Driving Licence.
Essential Experience
* Proven administrative experience in a busy environment.
* Background in customer service or sales support.
* Experience prioritising workloads and working to deadlines.
Desirable Experience
* Previous experience within a Customer Care, Helpdesk, Sales, or Office environment.
* Knowledge of CASH, Mentor, or similar CRM systems.
* Experience coordinating engineers, sales staff, or field teams across the UK.
* Experience with invoicing and purchase orders