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- Tasks: Be the go-to person for all facilities-related service requests and helpdesk operations.
- Company: Join CC Cousins, a company dedicated to exceptional customer service and support.
- Benefits: Enjoy a competitive salary, bonuses for quality service, and opportunities for professional growth.
- Why this job: This role offers a chance to make a real impact while working in a supportive team environment.
- Qualifications: 2+ years in customer service or helpdesk roles; familiarity with CRM systems is a plus.
- Other info: Office-based role in Rochester with a structured work schedule and on-call rota.
The Client Services Administrator will serve as the primary point of contact for all Facilities Management service requests and maintenance issues. This role involves managing and coordinating the daily operations of the helpdesk, ensuring efficient communication between internal teams, external contractors, and facility users. Responsibilities include logging, tracking, and resolving facilities-related issues in a timely manner, ensuring smooth operations and compliance with service level agreements (SLAs).
We pride ourselves on our old-fashioned values; providing clients with the best customer service experience they expect and deserve. We ensure all calls are answered within 3 rings and an excellent level of customer service is provided. We are looking for an individual who is confident on the phones and ready to go above and beyond.
Key Responsibilities:- Helpdesk:
- Serve as the first point of contact for all incoming facilities-related service requests (via phone, email, or helpdesk system).
- Accurately log all calls onto our bespoke system to ensure all call outs are accurately tracked.
- Prioritise and assign tasks to appropriate department, based on urgency and complexity.
- Liaise with maintenance teams, contractors, and vendors to ensure timely and effective resolution of issues.
- Track the progress of service requests and follow up to ensure timely completion.
- Escalate unresolved issues or emergencies to senior management when necessary.
- Provide clear communication and status updates to Clients/ departments/ contracts, ensuring customer satisfaction.
- Generate regular reports on helpdesk activity, including open/closed tickets, response times, and SLA compliance.
- Monitor service trends and proactively suggest improvements to enhance operational efficiency.
- Maintain accurate and up-to-date records in the helpdesk system, including work orders, maintenance schedules, and contact lists.
- Assist in updating and maintaining the facilities asset database.
- Assist with general administrative tasks, including scheduling preventive maintenance and managing contractor documentation.
- Ensure all systems are up to date with accurate information.
- Experience: Ideally 2+ years of experience in a helpdesk, administrative or customer service role, preferably within Facilities Management or a similar industry.
- Technical Skills: Proficiency in Microsoft Office Suite (Word, Excel, Outlook) and helpdesk management systems. Basic understanding of facilities management principles, maintenance processes, and service-level agreements.
- Soft Skills: Excellent organisational and time management skills. Strong customer service orientation and communication skills (both written and verbal). Ability to multitask and prioritise work in a fast-paced environment. Problem-solving and decision-making abilities.
- Attention to Detail: Ensuring that all service requests are logged and processed accurately.
- Teamwork: Collaborating with facilities staff, contractors, and management to resolve issues.
- Customer Service: Maintaining a professional and helpful demeanour when dealing with internal and external customers.
- Proactivity: Identifying opportunities to improve helpdesk operations and proactively addressing common issues.
- Opportunities for professional development and career growth.
- Supportive and dynamic working environment.
Client Services Administrator employer: CC Cousins Ltd
Contact Detail:
CC Cousins Ltd Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Client Services Administrator
✨Tip Number 1
Familiarise yourself with the facilities management industry. Understanding the common issues and processes will help you speak confidently about how you can contribute to the team during your interview.
✨Tip Number 2
Brush up on your customer service skills. Since this role requires excellent communication, practice responding to hypothetical scenarios where you need to resolve a client's issue quickly and effectively.
✨Tip Number 3
Get comfortable with helpdesk management systems. If you have experience with any CRM software, be ready to discuss it, as familiarity with these tools will be a big plus for this position.
✨Tip Number 4
Showcase your organisational skills. Prepare examples of how you've successfully managed multiple tasks or projects simultaneously, as this will demonstrate your ability to thrive in a fast-paced environment.
We think you need these skills to ace Client Services Administrator
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in helpdesk, administrative, or customer service roles. Emphasise any familiarity with CRM systems and your proficiency in Microsoft Office Suite.
Craft a Strong Cover Letter: Write a cover letter that showcases your customer service skills and your ability to manage multiple tasks in a fast-paced environment. Mention specific examples of how you've gone above and beyond in previous roles.
Highlight Key Competencies: In your application, focus on key competencies such as attention to detail, teamwork, and proactivity. Provide examples of how you've demonstrated these skills in past positions.
Proofread Your Application: Before submitting, carefully proofread your CV and cover letter for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at CC Cousins Ltd
✨Showcase Your Customer Service Skills
As a Client Services Administrator, you'll be the first point of contact for clients. Be prepared to share examples of how you've provided excellent customer service in previous roles, especially in high-pressure situations.
✨Familiarise Yourself with Helpdesk Systems
Since the role involves using a bespoke helpdesk system, it’s beneficial to research common helpdesk software and CRM systems. Mention any relevant experience you have with these tools during the interview.
✨Demonstrate Your Organisational Skills
The job requires excellent organisational abilities. Prepare to discuss how you manage multiple tasks and prioritise effectively, perhaps by sharing specific examples from your past work experiences.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving skills and ability to handle service requests. Think of scenarios where you successfully resolved issues or improved processes, and be ready to explain your thought process.
