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We are seeking a Customer Service Administrator to support Helpdesk operations by managing requests received via telephone, email and online systems. The successful candidate will ensure jobs are accurately logged, prioritised and processed in line with agreed service levels while delivering a professional and customer-focused service.

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.

Professional and Personal Competencies/Qualifications

• 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.

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, we help our customers achieve their purpose.

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, religion or belief, sex, sexual orientation or educational background.

If you have any further queries regarding this role, please contact the Resourcing Team by emailing resourcing.team@uk.issworld.com.