Customer Success Administrator; M&E

Customer Success Administrator (M&E) –
Combined Facilities Management (CFM) Ltd

Location: Magherafelt, Head Office

Reporting To: Customer Success Manager

Hours of Work: 9am – 5pm, Monday – Friday

Operating within a fast‑paced environment, this role is responsible for delivering response maintenance repair contracts for the NIHE, ensuring repair requests are carried out efficiently and cost‑effectively while delivering a first‑class service to our customer. The role requires teamwork, liaising closely with all stakeholders in the business and assisting daily in managing targets and workflows effectively.

• Act as the first point of contact, providing support for all customer queries
• Provide an exceptional level of customer service, communicating to customers in a professional manner
• Responsible for the administration for a specific contract area
• Triage/pass all new repair requests and assign to relevant department, supervisor(s) or subcontractor for action
• Work as part of a team to prioritise and manage the workload
• Ensure customers are kept up to date, ensuring any issues are escalated to management
• Monitor target dates for jobs, tracking updates and job status
• Liaise with internal stakeholders regularly providing accurate and detailed information
• Complete jobs and update system/data input
• Maintain standards and processes to reach KPI targets
• Perform the job in accordance with the company’s policies and procedures
• Perform any other duties as may be reasonably required

• Three years recent experience in a busy office environment
• 1+ year(s) experience providing customer support
• Minimum of Grade C or above in GCSE or equivalent (English and Maths)
• Data input experience
• IT literate, proficient in Microsoft Office

• Experience in social housing sector
• Experience and knowledge of Schedule of Rates

• Demonstrate reliability, flexibility, and adaptability
• Effectively manage time to meet deadlines
• Excellent team working skills
  
  Excellent communication skills with the ability to manage client relationships
• Strong planning and organisation skills
• Ability to work on own initiative and as part of a cross‑functional team
• Ability to work accurately under pressure and meet deadlines & targets

Customer Service, Excel, Call handling, Office work, Communication (written and verbal)