JOB DESCRIPTION

In this role, you will be responsible for the process of logging calls received from clients and accurately translating contractual and operational demands.
Your primary focus will be ensuring the Helpdesk function exceeds client expectations by efficiently managing and addressing all requests.
As the Customer Service Administrator, you will be expected to ensure high levels of service delivery, accuracy, and customer satisfaction. You will act as a central point of contact, ensuring effective communication between all stakeholders and handling tasks with attention to detail.
This is a great opportunity to work in a fast-paced, client-focused environment and contribute to the continued success of ISS.

PROFESSIONAL AND PERSONAL COMPETENCIES/QUALIFICATIONS

• Educated to GCSE standard with at least 5 Grade C passes or an NVQ in Business Administration, Customer Service, ICT, or equivalent
• Previous experience in customer service, contact centre, or administrative role
• Call handling experience
• Proficient in Microsoft Office programmes
• Excellent communication skills
• Ability to work effectively within a team to reach goals
• Organised with good planning and event/schedule management skills

• Process and log client calls, translating into engineering or FM solutions
• Identify appropriate solutions within the contractual process
• Build relationships with clients and the account delivery team
• Manage and update software/programs (e.g. Maximo)
• General administrative duties and provide professional helpdesk support
• Support the account delivery team administratively
• Escalate issues to line management as needed, following company guidelines