Customer Service Administrator

Overall Objective

To provide administrative support duties to the Customer Service team.

Key Accountabilities

• Answering the telephone, logging customer enquiries on corporate systems
• Inputting data on corporate systems to assist with accurate reporting
• Liaising with various stakeholders to provide customers with accurate information
• Handling customer complaints and delivering timely responses
• Ensuring customer records are updated accurately
• Keeping records of customer queries and resolutions to provide ‘lessons learnt’ feedback to the wider team
• Visiting customers to discuss their requirements whilst we are carrying out works
• Supporting the wider team by hand delivering letters where required
• Supporting the Customer Service Manager and Customer team
• Auditing information provided to ensure processes are being adhered to
• Ensure professional communication at all times

It is not possible for this document to totally encompass or define all tasks that may be required of the post holder. The outlined duties may therefore vary from time to time without materially changing either the character or level of responsibility.

General Responsibilities

• We endeavour to deliver a high standard of customer service within our frameworks, individuals are expected to assist in the delivery and the continuous improvement of our current processes
• The Group is committed to achieving a high standard of Health and Safety in all its activities and the post holder will be expected to contribute to maintaining standards to ensure compliance with all appropriate legislation
• To take a full role in the implementation of personal development through appraisals and to participate in any identified training or development opportunities.
• To recognise the importance of fairness and equality in the workplace, to treat everyone with dignity and respect

Key Measurements

• Customer and colleague feedback
• Work safely and efficiently

Experience & Qualifications

• 2 years Customer Service Experience
• Minimum of 5 GCSE’s A – C or equivalent including maths and English desirable
• Full valid UK driving licence essential

Personal Skills

• Able to follow instructions
• Effective team player
• Punctual and reliable
• Satisfactory communication skills written, face to face and over the telephone

Yes, everyone is encouraged to apply again when a suitable role becomes available.

Do you have an equal opportunities policy?

Yes, anyone applying to work at Esh will be treated equally in line with our policy. We strive to recruit from the widest and most diverse talent pool available.

What will you do with my information?

In line with GDPR legislation, we treat your information with the strictest confidence. It will not be shared with third parties.

How does the interview process work?

Our interview process is based on individual role requirements. We use competency-based questions and may also use other selection tools such as presentations or psychometric testing. It may sound daunting, but it isn’t – you will be given sufficient guidance prior to your interview.

Are travelling expenses reimbursed for interview?

Sorry, unfortunately not.

Can I apply for the position if the closing date has passed?

Sorry, unfortunately not. Please check our current vacancies on our website or sign up to receive vacancy alerts.

Is there a ‘Refer a Friend’ scheme?

Yes, if one of our team recommends you and you’re successful, they could earn up to £500 as long as they are not part of the selection process.

I can’t find the answer to my query, can I contact someone directly?

Yes, you can email us direct at or complete the enquiry form at the foot of our Careers page.