Customer Service Administrator
| Posting date: | 16 September 2025 |
|---|---|
| Hours: | Full time |
| Closing date: | 16 October 2025 |
| Location: | PO6 4RS |
| Remote working: | On-site only |
| Company: | ISS Facilities Services |
| Job type: | Permanent |
| Job reference: | 148358 |
Summary
Customer Service Administrator
Location: Portsmouth, PO6 4RS
Hours of work: 40
Contract Type: Permanent
The Global Service Centre provides a range of Helpdesk solutions to multiple clients, including reactive maintenance, facilities management, room bookings, and switchboard services.
As a Customer Service Administrator, you will play a key role in ensuring the effective and efficient operation of the 24x7x365 Service Centre. You will deliver high-quality Helpdesk services while maintaining excellent levels of customer satisfaction.
Job Description
In this role, you will action all Helpdesk requests received via telephone, email, or online submissions, ensuring all jobs are processed in line with agreed SLAs and priority response times. You will administer the CAFM system, keeping all information accurate and up to date, and liaise with site-based contacts to ensure jobs are completed and closed in a timely manner.
This position requires strong organisational skills, attention to detail, and a thorough understanding of customer service expectations, facilities management processes, and client requirements.
Key Responsibilities
Action all Helpdesk requests via telephone, email, or online submission.
Ensure all jobs are processed in line with agreed SLAs and priority response times.
Administer the CAFM system, ensuring information is accurate and kept up to date.
Liaise with site-based contacts to ensure jobs are closed off in a timely manner.
Keep customers informed of job progress and any reasons for delays.
Respond professionally and courteously to every customer, recording all requests accurately and prioritising work based on health, safety, business criticality, and customer expectations.
Ensure timely management of complaints, maintaining efficient and professional communications with all parties.
Provide clerical and administrative support, including managing email inboxes, customer satisfaction surveys, meeting room booking reports, courier requests, and any ad-hoc tasks as required.
Professional and Personal Competencies/Qualifications
Outstanding active listening skills.
Ability to effectively communicate at all levels, both verbally and in writing.
High level of data input accuracy and speed.
Excellent customer service orientation with a strong understanding of customer complaint handling.
Confident and assertive telephone manner.
Enthusiastic and effective team player.
Flexible, with the ability to adjust working patterns according to business needs.
Working knowledge of Microsoft Excel and Word.
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 by emailing resourcing.team@uk.issworld.com
Location: Portsmouth, PO6 4RS
Hours of work: 40
Contract Type: Permanent
The Global Service Centre provides a range of Helpdesk solutions to multiple clients, including reactive maintenance, facilities management, room bookings, and switchboard services.
As a Customer Service Administrator, you will play a key role in ensuring the effective and efficient operation of the 24x7x365 Service Centre. You will deliver high-quality Helpdesk services while maintaining excellent levels of customer satisfaction.
Job Description
In this role, you will action all Helpdesk requests received via telephone, email, or online submissions, ensuring all jobs are processed in line with agreed SLAs and priority response times. You will administer the CAFM system, keeping all information accurate and up to date, and liaise with site-based contacts to ensure jobs are completed and closed in a timely manner.
This position requires strong organisational skills, attention to detail, and a thorough understanding of customer service expectations, facilities management processes, and client requirements.
Key Responsibilities
Action all Helpdesk requests via telephone, email, or online submission.
Ensure all jobs are processed in line with agreed SLAs and priority response times.
Administer the CAFM system, ensuring information is accurate and kept up to date.
Liaise with site-based contacts to ensure jobs are closed off in a timely manner.
Keep customers informed of job progress and any reasons for delays.
Respond professionally and courteously to every customer, recording all requests accurately and prioritising work based on health, safety, business criticality, and customer expectations.
Ensure timely management of complaints, maintaining efficient and professional communications with all parties.
Provide clerical and administrative support, including managing email inboxes, customer satisfaction surveys, meeting room booking reports, courier requests, and any ad-hoc tasks as required.
Professional and Personal Competencies/Qualifications
Outstanding active listening skills.
Ability to effectively communicate at all levels, both verbally and in writing.
High level of data input accuracy and speed.
Excellent customer service orientation with a strong understanding of customer complaint handling.
Confident and assertive telephone manner.
Enthusiastic and effective team player.
Flexible, with the ability to adjust working patterns according to business needs.
Working knowledge of Microsoft Excel and Word.
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 by emailing resourcing.team@uk.issworld.com
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.