Customer Service Administrator

Customer Service Administrator
Location: Birmingham, B37 7YD
Hours of work: 40 per week
Contract type: Fixed Term Contract – 6 months

Our client, a leading provider of facilities services in the UK, is seeking a Customer Service Administrator to support a key account helpdesk operation.

Job Overview

This role acts as the first point of contact for client requests, ensuring all calls and enquiries are accurately logged, processed and translated into effective engineering or facilities management (FM) solutions. The postholder will play a critical role in delivering a professional, responsive and service-led helpdesk function.

Working within a fast-paced environment, the Customer Service Administrator will manage incoming enquiries, shared mailboxes and work orders, while building strong working relationships with clients, engineers, subcontractors and internal service teams to ensure smooth and efficient service delivery.

Key Responsibilities

• Receive, log and process client and helpdesk requests in line with contractual requirements.
• Accurately translate client issues into appropriate FM or engineering actions.
• Allocate job requests to engineers or subcontractors as required.
• Monitor shared mailboxes and respond to enquiries within agreed service timeframes.
• Manage, update and track work orders using CAFM systems such as Maximo.
• Liaise with subcontractors to schedule attendance and confirm completion of works.
• Maintain accurate records, documentation and system updates at all times.
• Escalate issues, delays or potential risks to management when necessary.

Person Specification

• Previous experience in a customer service, helpdesk or administrative role.
• Confident call handling skills with a calm and professional manner.
• Strong IT literacy, particularly in Microsoft Excel and Word.
• Excellent communication skills with the ability to build effective working relationships.
• High attention to detail with strong planning and organisational skills.
• Team-focused, flexible and solutions-driven approach to work.
• Comfortable working in a fast-paced, service-led environment.