Customer Support Administrator (Helpdesk)
Location: Peterborough
Salary: Competitive
With over 50 years of experience, the company is the UK's largest independent provider of cleaning equipment. They manage thousands of sites across the UK in sectors such as retail, healthcare, warehousing, manufacturing, distribution, and education. They also have over a decade of experience in robotic floor cleaning machines. Committed to a greener future through their ESG strategy, they focus on products and services that support sustainability goals.
The company encourages personal development and career progression, offering on-the-job training and support for professional qualifications. As a fast-growing business, this role suits someone eager to hit the ground running and driven to succeed.
The Role
As a Customer Support Administrator, you will provide exceptional service to customers, manage key accounts and inquiries, and act as the first point of contact for customer queries, ensuring timely responses and high service standards.
Essential Duties and Responsibilities
1. Serve as the first point of contact for customer inquiries via phone and email.
2. Manage key client accounts and respond promptly to communications.
3. Coordinate with internal and external stakeholders to provide updates and maintain accurate records.
4. Monitor open calls to ensure timely resolution and update tasks accordingly.
5. Prepare and send estimates for machinery and parts orders.
6. Coordinate the delivery of loan machines to customers.
7. Handle customer complaints and escalate issues when necessary.
8. Produce reports for stakeholders and customers.
9. Provide part details to the Parts Manager for sourcing.
10. Organise machine collection and deliveries, ensuring record accuracy.
11. Cover workflow during colleagues' absence.
12. Contribute to process improvements and escalate issues as needed.
Skills and Qualifications
1. Educated to GCSE level or above with passes in English and Maths (or equivalent).
2. Excellent telephone manner and communication skills.
3. Previous experience in a customer support role.
4. Strong customer service skills with attention to detail.
5. Highly organised and able to work under pressure.
6. Proficient in Microsoft Office and relevant software.
7. Ability to thrive in a fast-paced, agile environment.
8. Innovative thinker who embraces change and contributes to improvements.
9. Professional demeanour and effective customer handling skills.
To Apply
If you believe you are a suitable candidate and wish to work for this reputable company, please apply accordingly.
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