At a Glance
- Tasks: Support customer success by managing enquiries and coordinating service operations.
- Company: Join a dynamic team in the lift and escalator industry.
- Benefits: Gain valuable experience, develop skills, and enjoy a supportive work environment.
- Other info: Fast-paced environment with opportunities for growth and learning.
- Why this job: Be the voice of our customers and make a real difference in their experience.
- Qualifications: Previous admin or customer service experience and strong communication skills.
The predicted salary is between 25000 - 30000 £ per year.
We are seeking a highly organised and customer-focused Customer Service Administrator to support the Customer Success Manager in delivering exceptional service to our clients within the lift and escalator industry.
Responsibilities
- Act as a first point of contact for customer enquiries via telephone and email.
- Provide timely updates to customers regarding service visits, repairs, quotations, and ongoing works.
- Support the Customer Success Manager in maintaining strong customer relationships.
- Escalate customer concerns and complaints appropriately whilst ensuring a positive customer experience.
- Maintain professional communication with clients, contractors, and internal stakeholders.
Administrative Support
- Provide administrative support to the Customer Success Manager and wider operational team.
- Maintain accurate customer records, contracts, service reports, and documentation.
- Process customer requests, quotations, purchase orders, and service-related paperwork.
- Prepare reports, spreadsheets, and customer correspondence as required.
- Ensure all documentation is filed and stored accurately within company systems.
Service Coordination
- Assist with scheduling service visits, repairs, callouts, and maintenance activities.
- Liaise with engineers regarding appointments, customer requirements, and attendance updates.
- Monitor outstanding jobs and support the completion of works within agreed timescales.
- Track and update service management systems to ensure accurate job progress reporting.
- Support the coordination of emergency breakdown callouts.
Customer Success Support
- Assist the Customer Success Manager with customer account management activities.
- Support onboarding of new customers and contract mobilisation.
- Monitor customer feedback and identify opportunities to improve service delivery.
- Help prepare account review documentation and customer performance reports.
- Support customer retention initiatives through proactive communication and follow-up.
General Duties
- Maintain confidentiality of customer and company information.
- Support continuous improvement initiatives and administrative processes.
- Work collaboratively with operations, engineering, finance, and management teams.
- Undertake additional administrative duties as reasonably required.
Essential
- Previous experience within an administration or customer service role.
- Excellent telephone manner and written communication skills.
- Strong organisational skills and attention to detail.
- Ability to prioritise workload and work under pressure.
- Proficient in Microsoft Office, including Outlook, Word and Excel.
- Strong interpersonal and problem-solving skills.
Desirable
- Experience within the lift, facilities management, engineering, maintenance, or service industry.
- Knowledge of service scheduling or job management systems.
- Experience supporting account management or customer success functions.
Personal Attributes
- Customer-focused and professional.
- Proactive and solutions-oriented.
- Strong team player with a positive attitude.
- Reliable, organised, and able to manage multiple priorities.
- Comfortable working in a fast-paced service environment.
How to Apply
We carefully read every application. Tell us who you are, what draws you to this role, and what you'd like to build with us. What we value most is drive, curiosity, and potential — not a perfect resume. To apply, just click the “Apply” button below and answer a few short questions. It’s quick and helps us get to know you better.
Recruitment Process
- Video call interview with the Service Desk Manager - 40 minutes
- Face to face meeting with the Branch Manager - 60 minutes
Operations Administrator employer: WeMaintain
Join a dynamic team as an Operations Administrator in the lift and escalator industry, where your organisational skills will shine in a supportive and collaborative work environment. We prioritise employee growth through continuous training and development opportunities, ensuring you can advance your career while contributing to exceptional customer service. Located in a vibrant area, our company fosters a culture of teamwork and innovation, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Operations Administrator
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at WeMaintain. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like WeMaintain before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Operations Administrator
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to WeMaintain:Your cover letter is your chance to shine! Tell us why you want to work at WeMaintain specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at WeMaintain!
How to prepare for a job interview at WeMaintain
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
