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- Tasks: Manage helpdesk requests and ensure customer satisfaction in a fast-paced environment.
- Company: Join ISS, a global leader in workplace and facility management dedicated to making the world work better.
- Benefits: Enjoy a supportive team culture, opportunities for growth, and a commitment to diversity and inclusion.
- Why this job: Be part of a critical service that impacts lives while developing your skills in customer service.
- Qualifications: Strong communication skills, attention to detail, and a passion for helping others are essential.
- Other info: This is a permanent role with a 40-hour work week based in Portsmouth.
The predicted salary is between 28800 - 43200 £ per year.
Location: Portsmouth, PO6 4RSHours of work: 40Contract Type: Permanent
As a Customer Service Administrator, you will support the 24/7/365 Service Centre, delivering high-quality Helpdesk services and ensuring strong customer satisfaction. You’ll manage service requests received via phone, email, or online, ensuring they are logged accurately and actioned in line with agreed SLAs and response priorities. This is a great opportunity to join a supportive and fast-paced team, contributing to the smooth running of a critical service within a major organisation.
A key aspect of the role is administering the CAFM system, keeping all records up to date and accurate. You’ll liaise with site-based teams to ensure jobs are closed in a timely manner, escalating any issues that could affect performance or client satisfaction. Your ability to interpret facilities management requests and resolve them efficiently is essential. Professional communication is crucial—you’ll respond to every caller with courtesy and accuracy, ensuring priorities are based on safety, business criticality, and customer expectations. Maintaining high-quality standards is expected, with a target of achieving 95% or higher in call audits. This role also includes handling complaints quickly and professionally, ensuring clear communication with all parties involved. You’ll need to be detail-oriented, organised, and comfortable working in a high-pressure environment.
Key Responsibilities
- Manage helpdesk requests via phone, email, and online, ensuring timely and accurate logging
- Process all jobs in line with agreed SLAs and priorities, updating the CAFM system regularly
- Communicate job progress to customers, addressing delays and resolving complaints professionally
- Liaise with site contacts to ensure prompt job completion and closure
- Provide general admin support including surveys, meeting room reports, courier bookings, and inbox management
- Prioritise requests based on safety, business need, and customer expectations
- Maintain professional, courteous communication with all stakeholders
Professional and Personal Competencies/Qualifications
- Strong listening skills and confident, professional phone manner
- Clear written and verbal communication across all levels
- Accurate and fast data input, with solid MS Word and Excel knowledge
- Excellent customer service focus with complaint handling experience
- Flexible and adaptable to changing business needs
- Works well in a team and supports colleagues effectively
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. Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
Customer Service Administrator employer: ISS Facility Services UK
Contact Detail:
ISS Facility Services UK Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Administrator
✨Tip Number 1
Familiarise yourself with the CAFM system and its functionalities. Understanding how to navigate and manage this system will give you a significant advantage during the interview process, as it’s a key part of the role.
✨Tip Number 2
Brush up on your customer service skills, especially in handling complaints. Be prepared to discuss specific examples of how you've resolved issues in the past, as this will demonstrate your ability to maintain high customer satisfaction.
✨Tip Number 3
Practice your communication skills, both verbal and written. Since professional communication is crucial for this role, being able to articulate your thoughts clearly and courteously will set you apart from other candidates.
✨Tip Number 4
Show your adaptability by preparing to discuss how you've handled high-pressure situations in previous roles. This will highlight your ability to thrive in a fast-paced environment, which is essential for the Customer Service Administrator position.
We think you need these skills to ace Customer Service Administrator
Some tips for your application 🫡
Understand the Role: Read the job description thoroughly to understand the key responsibilities and required skills for the Customer Service Administrator position. Tailor your application to highlight how your experience aligns with these requirements.
Craft a Strong CV: Ensure your CV is up-to-date and clearly outlines your relevant experience, particularly in customer service and administration. Use bullet points to make it easy to read and focus on achievements that demonstrate your ability to handle complaints and manage service requests.
Write a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Highlight your strong communication skills and your ability to work under pressure, as these are crucial for the position. Provide specific examples of how you've successfully managed customer interactions in the past.
Proofread Your Application: Before submitting your application, carefully proofread all documents for spelling and grammatical errors. A polished application reflects your attention to detail, which is essential for the Customer Service Administrator role.
How to prepare for a job interview at ISS Facility Services UK
✨Showcase Your Communication Skills
As a Customer Service Administrator, professional communication is key. During the interview, demonstrate your ability to communicate clearly and courteously. Practice answering questions in a way that reflects your strong listening skills and confident phone manner.
✨Familiarise Yourself with CAFM Systems
Since you'll be administering the CAFM system, it's beneficial to have a basic understanding of how such systems work. Research common functionalities and be prepared to discuss how you would keep records accurate and up to date.
✨Prepare for Scenario-Based Questions
Expect questions that assess your problem-solving abilities, especially regarding customer complaints. Prepare examples from your past experiences where you successfully handled difficult situations, focusing on your approach to resolving issues efficiently.
✨Emphasise Your Teamwork Skills
This role requires collaboration with site-based teams. Highlight your experience working in a team environment and how you support colleagues effectively. Be ready to discuss how you prioritise tasks based on safety and business needs while maintaining a positive team dynamic.
