Customer Service Administrator
| Posting date: | 18 July 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 17 August 2025 |
| Location: | PO6 4RS |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Permanent |
| Job reference: | 146526 |
Summary
Customer Service Administrator
Location: Portsmouth, PO6 4RS
Hours of work: 40
Contract Type: Permanent
Our client, a leading provider of facilities services in the UK, is seeking a Customer Service Administrator.
As a Customer Service Administrator, you will be responsible for ensuring the 24x7x365 Service Centre operates effectively and efficiently to deliver Helpdesk services while maintaining high levels of customer satisfaction.
You will handle all Helpdesk requests received via telephone, email, or online channels, making sure that all jobs are processed in accordance with agreed SLA’s and priority response times. Your duties include administering the MyMCS system to keep information accurate and up to date, liaising with site-based contacts to ensure jobs are closed in a timely manner, and providing feedback on any issues that could impact contract performance or cause client dissatisfaction.
Job Description
In this role, you will demonstrate extensive knowledge of facilities management issues, interpreting situations effectively to resolve customer requests satisfactorily. Additionally, you will show strong awareness of customer cultures to maximise and enhance service delivery.
It is essential to respond to every caller professionally and courteously, accurately recording requests to prioritise work based on health, safety, business criticality, and customer expectations. You must ensure adherence to KPIs and quality standards, consistently achieving at least 95% of the maximum quality score on weekly call assessments. Complaints should be managed promptly with efficient and professional communication maintained with all parties.
Key Responsibilities
Action all Helpdesk requests received via telephone, email, or online portals.
Ensure all jobs follow agreed SLA timelines and priority response levels.
Administer the CAFM (Computer-Aided Facilities Management) system and keep all information accurate and up to date.
Liaise with site-based contacts to close jobs within the expected time-frame.
Keep customers informed of job progress and explain any delays.
Manage complaints promptly and maintain professional communication with all parties involved.
Support clerical tasks including mailbox, surveys, bookings, courier, and ad-hoc duties.
Professional and Personal Competencies/Qualifications
Ability to communicate effectively at all levels, both verbally and in writing.
High accuracy and speed in data input.
Excellent customer service orientation with a strong understanding of customer complaint handling.
Confident and assertive telephone manner.
Flexibility to adjust working patterns according to business needs.
Working knowledge of Microsoft Excel and Word.
Ability to organise workload and multitask as needed.
UK 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. #ISSGreatPeople #ISSTalent #PeopleMakePlace
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.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team.
Location: Portsmouth, PO6 4RS
Hours of work: 40
Contract Type: Permanent
Our client, a leading provider of facilities services in the UK, is seeking a Customer Service Administrator.
As a Customer Service Administrator, you will be responsible for ensuring the 24x7x365 Service Centre operates effectively and efficiently to deliver Helpdesk services while maintaining high levels of customer satisfaction.
You will handle all Helpdesk requests received via telephone, email, or online channels, making sure that all jobs are processed in accordance with agreed SLA’s and priority response times. Your duties include administering the MyMCS system to keep information accurate and up to date, liaising with site-based contacts to ensure jobs are closed in a timely manner, and providing feedback on any issues that could impact contract performance or cause client dissatisfaction.
Job Description
In this role, you will demonstrate extensive knowledge of facilities management issues, interpreting situations effectively to resolve customer requests satisfactorily. Additionally, you will show strong awareness of customer cultures to maximise and enhance service delivery.
It is essential to respond to every caller professionally and courteously, accurately recording requests to prioritise work based on health, safety, business criticality, and customer expectations. You must ensure adherence to KPIs and quality standards, consistently achieving at least 95% of the maximum quality score on weekly call assessments. Complaints should be managed promptly with efficient and professional communication maintained with all parties.
Key Responsibilities
Action all Helpdesk requests received via telephone, email, or online portals.
Ensure all jobs follow agreed SLA timelines and priority response levels.
Administer the CAFM (Computer-Aided Facilities Management) system and keep all information accurate and up to date.
Liaise with site-based contacts to close jobs within the expected time-frame.
Keep customers informed of job progress and explain any delays.
Manage complaints promptly and maintain professional communication with all parties involved.
Support clerical tasks including mailbox, surveys, bookings, courier, and ad-hoc duties.
Professional and Personal Competencies/Qualifications
Ability to communicate effectively at all levels, both verbally and in writing.
High accuracy and speed in data input.
Excellent customer service orientation with a strong understanding of customer complaint handling.
Confident and assertive telephone manner.
Flexibility to adjust working patterns according to business needs.
Working knowledge of Microsoft Excel and Word.
Ability to organise workload and multitask as needed.
UK 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. #ISSGreatPeople #ISSTalent #PeopleMakePlace
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.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government’s Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team.
Proud member of the Disability Confident employer scheme
Disability Confident
About Disability Confident
A Disability Confident employer will generally offer an interview to any applicant that declares they have a disability and meets the minimum criteria for the job as defined by the employer. It is important to note that in certain recruitment situations such as high-volume, seasonal and high-peak times, the employer may wish to limit the overall numbers of interviews offered to both disabled people and non-disabled people. For more details please go to Disability Confident.