Customer Service Administrator
Location: Cheltenham, Gloucestershire
The role:
We are looking for a highly organised and customer-focused Customer Service Administrator to join our Customer Service team in Cheltenham. This is an excellent opportunity for someone who enjoys providing administrative support, building positive customer relationships, and ensuring orders progress smoothly through the customer journey.
As a Customer Service Administrator, you will play a key role in supporting order management activities, maintaining accurate customer information, and delivering timely communication to customers. Working closely with Customer Service Specialists and internal teams, you will help ensure an excellent customer experience while supporting operational efficiency.
Key responsibilities:
- Proactively follow up outstanding proforma invoices and customer orders.
- Communicate with customers via email and telephone to obtain updates and progress orders.
- Identify and escalation issues preventing orders from progressing.
- Provide customers with timely updates regarding order status and planned despatch dates.
- Maintain accurate customer records and system notes.
- Investigate bounced electronic order acknowledgements and coordinate data updates.
- Support the management of shared customer service inboxes.
- Process lower-complexity customer orders and administrative activities.
- Assist with order logging, orderbook housekeeping, and backlog reduction initiatives.
- Provide telephone support during periods of high demand.
- Escalate complex customer enquiries to the appropriate team members.
- Support continuous improvement activities by identifying process inefficiencies and opportunities for enhancement.
Your skills:
- Previous experience in an administration or customer service role.
- Experience handling customer orders, enquiries, or order management processes.
- Strong attention to detail and commitment to data accuracy.
- Excellent written and verbal communication skills.
- Strong organisational skills with the ability to manage multiple priorities.
- Customer-focused approach with a professional and friendly manner.
- Ability to work collaboratively across teams and departments.
- Good working knowledge of Microsoft Outlook and Excel.
- Experience using CRM, ERP, or similar business systems.
- Strong time management skills and a proactive approach to problem-solving.
- Ability to identify opportunities for process improvement.
Why Join Us?
You’ll be joining a collaborative team environment where your contribution directly impacts customer satisfaction and operational success. This role offers the opportunity to develop your customer service and administrative skills while supporting a business committed to continuous improvement and delivering exceptional customer experiences.
The Steam Thermal Solutions business is one of three businesses within Spirax Group. Spirax Sarco and Gestra, are our two brands that form Steam Thermal Solutionsand are global leaders in the supply of engineered solutions for the design, provision and maintenance of efficient industrial and commercial steam systems.Steam Thermal Solutions has global coverage across 67 operating units (called OpCos), organised into four Divisions: EMEA, APAC, Americas, Gestra.
Spirax Groupis a FTSE100 and FTSE4Good multi-national industrial engineering Group with expertise in the control and management of steam, electric thermal solutions, peristaltic pumping and associated fluid technologies.
Our Purpose is to create sustainable value for all our stakeholders as we engineer a more efficient, safer and sustainable world. Our technologies play an essential role in critical industrial processes and industrial equipment across industries as diverse as Food & Beverage, Pharmaceutical & Biotechnology, Power Generation, Semiconductors and Healthcare. With customers in 165 countries, we provide the solutions that sit behind the production of many items used in daily life, from baked beans to mobile phones!
Our Purpose, supported by our inclusive culture and Values, unites us, guides our decisions and inspires us everywhere that we operate. We support our colleagues to make their difference for each other as well as customers, communities, suppliers, our planet and shareholders by creating a truly equitable working environment where everyone feels included.
Benefits
You will receive a competitive salary (and a discretionary bonus), flexible working and excellent benefits including 27 days holiday allowance (before bank holidays), 3 days’ paid volunteering leave, comprehensive private healthcare, enhanced pension plan, life assurance, optional participation in a Share Ownership Plan, free onsite parking, flexible benefits, and access to a personal discounts’ portal. We also offer a range of additional support and benefits through our Everyone is Included Group Inclusion Plan, detailed below.
Everyone is Included at Spirax Group
We are passionate about creating inclusive and equitable working cultures where everyone can be themselves and achieve their full potential. For us, that means supportive teams and strong relationships where everyone’s contribution is valued – across social and cultural backgrounds, ethnicities, ages, genders, gender identities, abilities, neurodiversity, sexual orientation, religious beliefs, and everything else that makes us human and unique.
We want everyone to be able to make their difference here, so we will always consider requests for flexible working.
We know that everyone needs some extra help from time to time so we have introduced a range of additional benefits through our Group Inclusion Commitments. These include gender-neutral parental leave, 15 days of extra paid caregiver leave, paid time off and support for anyone experiencing pregnancy loss or domestic abuse, menopause-friendly workplace principles and more. Learn more at https://www.spiraxgroup.com/en/life-at-spirax/our-inclusive-group/our-inclusion-commitments
We are also a Disability Confident Committed Employer. If you would like to apply using this scheme, please select this option in our application form or notify our recruitment partners.
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