Operations Administrator

Role Overview

We are seeking a highly organised and customer‑focused Customer Service Administrator to support the Customer Success Manager in delivering exceptional service to our clients within the lift and escalator industry. The successful candidate will play a key role in supporting day‑to‑day operations, ensuring customer enquiries are handled efficiently, service records are maintained accurately, and communication between customers, engineers, and internal departments remains effective.

• Act as a first point of contact for customer enquiries via telephone and email.
• Provide timely updates to customers regarding service visits, repairs, quotations, and ongoing works.
• Support the Customer Success Manager in maintaining strong customer relationships.
• Escalate customer concerns and complaints appropriately whilst ensuring a positive customer experience.
• Maintain professional communication with clients, contractors, and internal stakeholders.

• Provide administrative support to the Customer Success Manager and wider operational team.
• Maintain accurate customer records, contracts, service reports, and documentation.
• Process customer requests, quotations, purchase orders, and service‑related paperwork.
• Prepare reports, spreadsheets, and customer correspondence as required.
• Ensure all documentation is filed and stored accurately within company systems.

• Assist with scheduling service visits, repairs, callouts, and maintenance activities.
• Liaise with engineers regarding appointments, customer requirements, and attendance updates.
• Monitor outstanding jobs and support the completion of works within agreed timescales.
• Track and update service management systems to ensure accurate job progress reporting.
• Support the coordination of emergency breakdown callouts.

• Assist the Customer Success Manager with customer account management activities.
• Support onboarding of new customers and contract mobilisation.
• Monitor customer feedback and identify opportunities to improve service delivery.
• Help prepare account review documentation and customer performance reports.
• Support customer retention initiatives through proactive communication and follow‑up.

• Maintain confidentiality of customer and company information.
• Support continuous improvement initiatives and administrative processes.
• Work collaboratively with operations, engineering, finance, and management teams.
• Undertake additional administrative duties as reasonably required.

• Previous experience within an administration or customer service role.
• Excellent telephone manner and written communication skills.
• Strong organisational skills and attention to detail.
• Ability to prioritise workload and work under pressure.
• Proficient in Microsoft Office, including Outlook, Word and Excel.
• Strong interpersonal and problem‑solving skills.

• Experience with in the lift, facilities management, engineering, maintenance, or service industry.
• Knowledge of service scheduling or job management systems.
• Experience supporting account management or customer success functions.

• Customer‑focused and professional.
• Proactive and solutions‑oriented.
• Strong team player with a positive attitude.
• Reliable, organised, and able to manage multiple priorities.
• Comfortable working in a fast‑paced service environment.