Customer Service Support Centre Administrator (Maternity Cover)
Fixed-Term Contract – Expected until approximately February/March 2027, or until the substantive postholder returns from maternity leave and a satisfactory handover has been completed.
Location: Claydon Business Park, Great Blakenham, Ipswich
Hours: 40 hours per week (8.30am-5.00pm - some flexibility on start/finish times) plus 1-in-5 weekend rota
Salary: £26436.80
Reporting to: Customer Service Centre Manager
About the Role
Are you passionate about delivering outstanding customer support? Do you thrive in a fast-paced environment where no two days are the same?
We're looking for a Customer Service Support Centre Administrator to join our dynamic team and be at the heart of our operations.
As the first point of contact for our customers, you'll play a key role in delivering a prompt, professional and friendly service. You'll handle enquiries, coordinate service requests and ensure issues are resolved quickly—often on the first call.
If you enjoy multitasking, problem-solving and working both independently and as part of a team, this could be the ideal role for you.
What You'll Be Doing
- Handling incoming customer calls, service requests and parts enquiries with confidence and care.
- Providing clear, professional advice to both internal and external customers.
- Keeping customers informed with accurate ETAs for engineers and parts deliveries.
- Planning appointments for maintenance visits, repairs and installations, ensuring customers are kept informed of progress and status updates.
- Inputting and managing data within internal and customer service systems.
- Coordinating engineers' workloads and supporting the achievement of service KPI response targets.
- Monitoring parts dispatches and returns to keep operations running smoothly.
- Processing payments securely for non-account customers.
Day-to-Day Responsibilities
- Delivering exceptional customer service with empathy and professionalism.
- Managing busy workloads while maintaining accuracy and attention to detail.
- Supporting a 1-in-5 weekend rota (with enhanced pay).
- Learning our equipment range and assisting customers with parts enquiries (full training provided).
- Undertaking other reasonable duties appropriate to the role as required.
What We're Looking For / Essential Skills & Experience
- Strong IT skills, including Microsoft Excel, Word and Outlook (full training provided for internal systems).
- Previous experience in a customer service or service-based environment.
- Excellent communication and interpersonal skills.
- Ability to remain calm under pressure and meet deadlines.
- Strong attention to detail and accuracy.
- Solid literacy and numeracy skills.
- Ability to work independently while contributing positively to a wider team.
Personal Attributes
You'll thrive in this role if you are:
- Customer-focused and committed to delivering excellent service.
- Organised and able to prioritise competing demands effectively.
- A proactive problem solver who enjoys finding solutions.
- Flexible, adaptable and willing to learn.
- Resilient and confident working in a fast-paced environment.
- Positive, professional and approachable.
Why Join Us?
- Be part of a supportive and collaborative team.
- Full training and ongoing support.
- A varied and rewarding role where your contribution genuinely makes a difference.
- Company pension scheme (subject to eligibility).
- Free onsite parking.
- Company social events.
- Wellbeing support initiatives.
- Free period products.
Equality, Diversity and Inclusion
We are committed to creating an inclusive workplace and welcome applications from all suitably qualified individuals.
Contract Information
This position is offered on a fixed-term basis as maternity cover and is expected to continue until approximately February/March 2027, or until the substantive postholder returns from maternity leave and a satisfactory handover has been completed.
Pay: £26,436.80 per year
Benefits:
- Company events
- Company pension
- Free parking
- On-site parking
- Sick pay
Work Location: In person
