Job Description:

Customer Service Administrator

Location: Portsmouth, PO6 4PR
Hours of work: 40
Contract Type: Permanent

Our client, a leading provider of facilities services in the UK, is seeking a Customer Service Administrator to support Helpdesk operations by managing requests received via telephone, email and online systems.

This role is responsible for ensuring that all requests are accurately logged, prioritised and processed in line with agreed service levels. The successful candidate will provide a professional, customer-focused service while maintaining high standards of communication and administration.

Job Description

The Customer Service Administrator will work closely with clients, contractors, suppliers and internal teams to coordinate activities and resolve issues efficiently. The role requires a proactive and organised individual who can manage multiple priorities while supporting the effective delivery of Helpdesk services.

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.

Person Specification

• 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.