Senior Customer Service Administrator

Senior Customer Service Administrator

Permanent

£30,000 per annum

Milton Keynes

We are seeking a professional and experienced Senior Customer Service Administrator to lead and support a dynamic team of multi-channel advisors. In this pivotal role, you will manage the day-to-day operations of a fast-paced customer service environment, ensuring high-quality service delivery across all communication channels. You will monitor team performance, support campaign goals, handle escalated issues, and foster a collaborative and high-performing team culture.

Your duties as a Senior Customer Services Administrator will include but are not limited to:

• Oversee a team of advisors handling high volumes of enquiries via phone, email and online chat.
• Motivate and guide the team to achieve departmental targets and contribute to company-wide goals.
• Support marketing and business development campaigns by overseeing outbound call initiatives.
• Handle escalated customer complaints and support advisors in complex enquiry resolution.
• Conduct regular performance reviews, provide coaching, and encourage a culture of accountability and continuous improvement.
• Ensure consistent service quality through structured quality checks and feedback sessions.
• Manage team scheduling, ensuring appropriate daily rota planning and resource allocation.
• Encourage innovation and ownership among team members, identifying opportunities to streamline processes.
• Deliver training sessions and refreshers to keep the team aligned with customer service protocols and expectations.
• Monitor and enhance the customer journey by ensuring accurate and timely responses across all channels.

To be a successful Senior Customer Services Administrator, you must have:

• Prior experience in a contact centre or similar high-pressure service environment.
• Proven track record in delivering exceptional customer service with a focus on complaint resolution.
• Strong leadership and team development experience in a high-volume, multi-channel environment.
• Proficiency in MS Office applications (Word, Excel) and customer service software such as CRM platforms.
• Excellent attention to detail with strong organisational and planning abilities.
• Effective communication skills, both written and verbal, suitable for diverse customer interactions.
• Demonstrated experience in conducting quality assurance checks across various communication channels.
• Experience creating and managing training plans and coaching staff to meet performance goals.
• Ability to think strategically and operationally, with a customer-centric mindset.
• Familiarity with KPIs, SLA monitoring, and reporting tools.
• Passionate about continuous improvement and employee engagement.

If you feel you have what it takes to be the Senior Customer Service Administrator, please apply today because we'd love to hear from you!

WE WOULD PREFER YOUR CV IN WORD FORMAT

Ascendant Recruitment is one of Milton Keynes and Northamptons leading recruitment companies, with PA/Administration, Customer Service, Human Resources, Finance, IT, sales & marketing and digital marketing divisions. Ascendant Recruitment operates as an Employment Agency for permanent recruitment and an Employment Business for temporary recruitment. For more information on our current vacancies please visit www.ascendantrecruitment.co.uk