Customer Service Administrator

Trowbridge

£13.20 per hour | Monday-Friday 8:00-16:30 | Parking

We are seeking a proactive Customer Support Administrator to join our growing team, providing essential administrative and customer support to our Customer Support department.

• Log, update, manage and track support tickets within the Fresh Desk support management system.
• Monitor support queues and shared inboxes, ensuring customer requests are assigned and progressed appropriately.
• Provide customers with regular updates regarding support cases and ongoing work.
• Schedule engineer visits, installations, maintenance activities and support calls.
• Maintain accurate customer records, databases and documentation.
• Produce reports, spreadsheets and administrative documentation as required.
• Process supplier and customer documentation efficiently.
• Assist with quotations, purchase orders and service‑related paperwork.
• Provide administrative support to the Technical Support team.
• Escalate urgent customer issues where appropriate.
• Ensure all customer requests are managed in line with company processes and Service Level Agreements (SLAs).

• Strong IT skills with a good working knowledge of Microsoft Office, including Word, Excel and Outlook.
• Excellent written and verbal communication skills.
• Outstanding customer service and customer-facing experience.
• Strong organisational skills with excellent time-management abilities.
• Ability to prioritise workloads and manage multiple tasks effectively.
• High level of accuracy and attention to detail.
• Professional and confident telephone manner.
• Ability to work independently and collaboratively within a team.
• Previous experience within an administration, customer support, service desk or helpdesk environment would be advantageous.
• Experience using Fresh Desk would be highly desirable.
• Candidates with experience of Halo, Service Now, Zendesk or similar ticket management systems are encouraged to apply, as these skills are highly transferable.
• Previous experience working to Service Level Agreements (SLAs) and prioritising customer requests accordingly would be beneficial.

• 20 Paid Holiday
• On‑Site Parking
• Canteen Facilities
• The client may discuss flexible hours
• No weekend work