Customer Service Administrator
Contract: Key Account Network
Location: Birmingham, B37 7YD
Hours: 40 per week
Contract Type: Fixed Term Contract – 6 months
Job Description
Act as the first point of contact for client requests, ensuring all calls and enquiries are accurately logged, processed and translated into effective engineering or facility management solutions. Deliver a professional and responsive helpdesk service.
Key Responsibilities
* Receive, log and process client and helpdesk requests in line with contractual requirements.
* Accurately translate client issues into FM or engineering actions.
* Allocate job requests to engineers or subcontractors as appropriate.
* Monitor shared mailboxes and respond to enquiries within agreed timeframes.
* Manage and update work orders using CAFM systems (e.g. Maximo).
* Liaise with subcontractors to schedule attendance and confirm works.
* Maintain accurate records, documentation and system updates.
* Escalate issues, delays or risks to management when required.
Professional and Personal Competencies / Qualifications
* Previous experience in a customer service, helpdesk or administrative role.
* Confident call handling skills with a calm, professional manner.
* Strong IT literacy, particularly Microsoft Excel and Word.
* Excellent communication and relationship‑building skills.
* High attention to detail with strong planning and organising ability.
* A team‑focused, flexible and solutions‑driven approach.
* Comfortable working in a fast‑paced, service‑led environment.
Company Overview
ISS is a world‑leading workplace and facility management company, connecting people and places to make the world work better. We offer a challenging and exciting career in an organisation with people at its heart.
Diversity & Inclusion
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. ISS is proud to be a Gold Employer Recognition Scheme award holder and a signatory of the Armed Forces Covenant.
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.
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