Customer Service Administrator

Job Description

Customer Service Administrator

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Contract: Barclays

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Location: Hampshire, PO6 4PR

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Hours: 40 per week

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Contract Type: Permanent

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Job Overview

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We are seeking a Customer Service Administrator to support the effective operation of a 24/7/365 Service Centre, ensuring Helpdesk services are delivered efficiently and in line with agreed service standards. The successful candidate will play a key role in maintaining high levels of customer satisfaction through the accurate management of service requests and effective communication with customers and service partners.

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We are looking for a customer-focused individual with strong administrative and communication skills who can work collaboratively within a fast-paced environment. This role offers the opportunity to contribute to service excellence, support continuous improvement initiatives and ensure service level agreements and quality standards are consistently achieved.

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Key Responsibilities

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• Action Helpdesk requests received via telephone, email and online channels.

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• Ensure all jobs are processed in line with agreed SLAs and priority response times.

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• Maintain and update the MyMCS system, ensuring information is accurate and current.

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• Liaise with site contacts, suppliers and service partners to ensure timely completion of work requests.

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• Process client self-service requests and update the ID&V system as required.

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• Support the telephony team by handling incoming calls and accurately recording service requests.

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• Provide administrative support, including managing email inboxes, customer satisfaction surveys, meeting room booking reports and courier requests.

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• Monitor service performance, manage complaints professionally and escalate issues where necessary.

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About You

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To be successful in this role, you will demonstrate:

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• Outstanding active listening skills.

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• Excellent verbal and written communication skills.

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• Strong data entry accuracy and attention to detail.

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• A customer-focused approach with experience handling customer queries and complaints.

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• A confident and professional telephone manner.

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• The ability to work effectively as part of a team.

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• Flexibility to adapt to changing business requirements.

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• Strong organisational and multitasking abilities.

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• Good working knowledge of Microsoft Word and Excel.

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• The ability to learn new systems and processes quickly.

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• A proactive, self-motivated approach to work.

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• Familiarity with problem-solving techniques.

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About ISS

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ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Through a combination of intelligent solutions, high standards and people who care, ISS helps customers achieve their purpose across diverse sectors including healthcare, business, transport and public services.

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At ISS, people are at the heart of everything we do. We offer rewarding career opportunities where individuals are supported to develop, grow and make a meaningful difference.

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Inclusion and Diversity

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ISS is proud to be a diverse and inclusive employer and welcomes applications from all backgrounds. We are committed to creating a workplace where everyone can be themselves and reach their full potential.

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As a Gold Employer Recognition Scheme award holder, a signatory of the Armed Forces Covenant and a Disability Confident Committed (Level 2) employer, we actively support veterans, reservists, military families and individuals with disabilities through inclusive recruitment and career development practices.

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If you have any questions regarding this role, please contact the Resourcing Team at resourcing.team@uk.issworld.com.

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