Customer Service Administrator – Exeter

Customer Service Administrator – Animal and Plant Health Agency (APHA)

Location: Exeter (Hybrid Working) – 2-3 days per week in the office at APHA, , Exeter, EX2 7LQ

Contract: March 2027

Do you enjoy helping people, solving queries, and keeping customer information accurate? Join the Animal and Plant Health Agency (APHA) as a Customer Service Administrator and play a key role in supporting services that protect animal and plant health across Great Britain. This is a fast-paced, friendly team where your communication and admin skills really make an impact.

What you’ll be doing:

• Handle inbound and outbound calls with customers and stakeholders, providing clear guidance and information
• Manage customer enquiries, including following up where issues can’t be resolved immediately
• Maintain excellent customer service while managing expectations and priorities
• Liaise with farmers, veterinary practices, delivery partners and other stakeholders to support smooth outcomes
• Update customer information and records accurately across internal systems and databases
• Monitor shared mailboxes and respond to enquiries in line with APHA procedures
• Process and maintain accurate records, organise meetings, and support team administration activities
• Take meeting notes and support training and business activities
• Work collaboratively with colleagues across Great Britain to meet service targets and deadlines

What you’ll bring:

• Proven customer service experience, ideally with telephone enquiry handling
• Confident communication skills-professional, friendly, and effective both verbally and in writing
• Strong administration and organisation skills with excellent attention to detail
• Solid IT skills, including confident use of Microsoft Office
• Experience updating records/databases and working with data accurately
• Ability to thrive in a busy, fast-paced environment and adapt to changing priorities
• A flexible, customer-first approach and the ability to stay calm when managing competing demands

Additional information:

• Hybrid working: you’ll be required to attend the Exeter office 2-3 days per week
• This role includes training on APHA systems and procedures
• APHA is part of Defra-candidates are encouraged to research the organisation ahead of interview

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