Customer Service/Administrator

Customer Service/Administrator Salary: £24,000 – £28,000 Job Type: Full-time, Permanent Location: Guildford Hours: Full Time Monday to Friday, alternating shifts: Week 1: 08:00 – 17:00 (1-hour lunch) Week 2: 09:00 – 18:00 (1-hour lunch)

About the Role

My client is a privately owned Building Services Company providing design, installation, maintenance and repair services across domestic and commercial plumbing, heating, hot water, gas, air conditioning and electrical systems. Due to continued expansion, they are looking for an experienced Customer Service/Administrator to join their busy team. This is a key role within the business, supporting the successful delivery of planned and reactive maintenance work, as well as the installation of domestic heating systems within the social housing sector. The successful candidate will be responsible for handling calls from clients, residents and engineers, planning and scheduling work, managing job information and ensuring that all back-office processes are organised, accurate and completed efficiently.

Key Responsibilities

• Answering calls and responding to queries from customers and clients by telephone and email
• Loading and managing the full lifecycle of jobs using ServicePro scheduling software
• Carrying out ServicePro housekeeping to ensure jobs are progressed and closed correctly for invoicing
• Planning reactive and routine maintenance visits using scheduling software
• Liaising with Managers, Supervisors and Engineers regarding workloads and job requirements
• Assisting the Contract Manager and wider team with contract queries and Excel reporting
• Assisting with the preparation of quotes, estimates and valuations
• Ensuring all administration is completed accurately and efficiently
• Managing a busy workload and prioritising tasks to meet deadlines
• Providing a professional and high level of customer service at all times Key Skills & Experience
• Previous experience working within a busy customer service, administration or scheduling environment
• Strong experience using Microsoft Word, Excel and Outlook
• Previous experience with scheduling software would be highly advantageous
• Ideally, experience within the facilities management, social housing maintenance or building services sector
• Excellent verbal and written communication skills
• Confident and professional telephone manner
• Strong customer service skills
• Good data entry speed and accuracy
• Excellent organisation and time management skills
• Ability to prioritise workload effectively within a busy office environment
• Ability to work confidently both independently and as part of a team
• Strong attention to detail
• Comfortable dealing directly with clients, representatives, customers and engineers
• Ability to remain calm and work effectively under pressure