Job Description
With a strong focus on customer care, the Customer Service Administrator will respond professionally and courteously to every enquiry, accurately prioritising requests based on health, safety, and business-critical needs.
You’ll also support continuous improvement by maintaining KPI and quality standards, achieving high levels of customer satisfaction, and ensuring efficient management of complaints.
This is a busy, varied role where your attention to detail, communication skills, and ability to work under pressure will make a real difference to both clients and colleagues.
Key Responsibilities
1. Action Helpdesk requests received via telephone, email, or online system.
2. Process all jobs in line with agreed SLAs and priority response times.
3. Administer and maintain the CAFM system, ensuring data is accurate and up to date.
4. Liaise with site contacts to ensure timely closure of jobs.
5. Keep customers informed of job progress and any delays in a professional, courteous manner.
6. Manage complaints efficiently, ensuring clear and professional communication with all parties.
7. Provide clerical and administrative support, including mailbox management, satisfaction surveys, meeting room reports, courier requests, and ad-hoc tasks.
Professional and Personal Competencies/Qualifications
8. Strong active listening skills with confident verbal and written communication at all levels.
9. Accurate and efficient data input with good attention to detail.
10. Excellent customer service orientation, including experience in complaint handling.
11. Confident and professional telephone manner.
12. Enthusiastic and effective team player with a flexible approach.
13. Ability to adapt working patterns to meet business needs.
14. Working knowledge of Microsoft Excel and Word.
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.
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 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.