Customer Support Administrator

Customer Support Administrator (Helpdesk)

Location: Peterborough

Salary: Competitive

With over 50 years of experience, the company is the UK’s largest independent provider of cleaning equipment. They manage thousands of sites across the UK in a wide variety of sectors including retail, healthcare, warehousing, manufacturing, distribution, and education. As well as supplying and servicing traditional cleaning equipment, they also have over a decade of experience in robotic floor cleaning machines. They are not only committed to a greener future through their own ESG strategy, but they also place the utmost focus on ensuring they offer products and services to customers that support their own sustainability goals and commitments.

They strive to encourage personal development and career progression, offering on-the-job training as well as support for professional qualifications for their employees. They are a fast-growing business, and this position would suit someone who likes to hit the ground running and has a drive for success.

The Role

As a Customer Support Administrator, you will be responsible for providing exceptional service to customers while managing key accounts and inquiries. You will act as the first point of contact for customer queries, ensuring timely responses and maintaining high service standards.

Essential duties and responsibilities:

• Act as the first point of contact for customer inquiries, both over the phone and via email.
• Manage key client accounts, responding promptly to all customer communications.
• Liaise with internal and external stakeholders to provide updates and maintain accurate records in the company database.
• Monitor and control open calls to ensure timely resolution and update tasks accordingly.
• Prepare and send estimates for machinery and parts orders to customers.
• Coordinate the delivery of loan machines to customers when necessary.
• Handle customer complaints and escalate issues to the Head of Service Delivery when required.
• Produce accurate reports for stakeholders and customers as needed.
• Provide part details to the Parts Manager for sourcing from suppliers.
• Organise machine collection and deliveries, ensuring accuracy with internal records.
• Cover workflow for colleagues during their absence.
• Contribute to process improvement initiatives and escalate issues to the Head of Service Delivery.

Skills and Qualifications

• Educated to GCSE level or above with a pass in English and Maths (or equivalent).
• Excellent telephone manner and communication skills.
• Previous experience in a similar customer support role.
• Strong customer service skills with attention to detail.
• Highly organised and able to work under pressure.
• Proficient in Microsoft Office and other relevant software applications.
• Ability to excel in a fast-paced, agile environment.
• Innovative thinker who embraces change and contributes positively to improvements.
• Professional demeanour and ability to handle customers effectively.

To Apply

If you feel you are a suitable candidate and would like to work for this reputable company, please do