Customer Service Administrator

Location: Portsmouth, PO6 4RS

Hours of work: 40

Contract Type: Permanent

As a Customer Service Administrator, you will support the 24/7/365 Service Centre, delivering high-quality Helpdesk services and ensuring strong customer satisfaction.

You’ll manage service requests received via phone, email, or online, ensuring they are logged accurately and actioned in line with agreed SLAs and response priorities.

This is a great opportunity to join a supportive and fast-paced team, contributing to the smooth running of a critical service within a major organisation.

Job Description

A key aspect of the role is administering the CAFM system, keeping all records up to date and accurate.

You’ll liaise with site-based teams to ensure jobs are closed in a timely manner, escalating any issues that could affect performance or client satisfaction. Your ability to interpret facilities management requests and resolve them efficiently is essential.

Professional communication is crucial—you’ll respond to every caller with courtesy and accuracy, ensuring priorities are based on safety, business criticality, and customer expectations.

Maintaining high-quality standards is expected, with a target of achieving 95% or higher in call audits.

This role also includes handling complaints quickly and professionally, ensuring clear communication with all parties involved. You’ll need to be detail-oriented, organised, and comfortable working in a high-pressure environment.

Key Responsibilities

• Manage helpdesk requests via phone, email, and online, ensuring timely and accurate logging
• Process all jobs in line with agreed SLAs and priorities, updating the CAFM system regularly
• Communicate job progress to customers, addressing delays and resolving complaints professionally
• Liaise with site contacts to ensure prompt job completion and closure
• Provide general admin support including surveys, meeting room reports, courier bookings, and inbox management
• Prioritise requests based on safety, business need, and customer expectations
• Maintain professional, courteous communication with all stakeholders

Professional and Personal Competencies/Qualifications

• Strong listening skills and confident, professional phone manner
• Clear written and verbal communication across all levels
• Accurate and fast data input, with solid MS Word and Excel knowledge
• Excellent customer service focus with complaint handling experience
• Flexible and adaptable to changing business needs
• Works well in a team and supports colleagues effectively

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.