CanDo Laundry Services is looking for a Customer Service Administrator to join our office-based team in Port Talbot.
This is a full-time, permanent role working Monday to Friday, 8:30am–5:00pm, with a salary of £28,000.00 per annum depending on experience.
You will be one of the first points of contact for our customers, handling telephone and email enquiries, resolving queries, processing orders, maintaining accurate records, and working closely with our operations, transport, and account management teams.
We are looking for someone with previous customer service, call-handling, office administration, or client-facing experience. You will need to be organised, confident on the phone, accurate with data entry, and able to stay calm and professional in a busy office environment.
This is an office-based role in Port Talbot. Remote work is not available.
CanDo Laundry Services is an equal opportunities employer.
Job Description
Job Title: Customer Service Administrator
Department: Sales & Service
Reports to: Head of Commercial
Location: Baglan, relocating to Unit 4, Kenfig Industrial Estate in Summer to Fall 2026
This is an office-based role. Remote work is not available.
Employment Type: Full-time, Permanent
Hours: Monday to Friday, 8:30am–5:00pm
Rate of Pay: £28,000.00 per annum
Role Purpose
The Customer Service Administrator is responsible for providing professional, accurate, and efficient support to customers across Wales and England.
As one of the first points of contact for our clients, this role plays an important part in maintaining strong customer relationships, responding to enquiries, resolving issues, processing orders, and keeping accurate records.
The role requires a confident communicator who can work well in a busy office environment, handle a high volume of customer contact, and support the wider commercial, operations, transport, and account management teams.
Key Responsibilities
Customer Service and Communication
- Respond promptly and professionally to customer enquiries by telephone and email.
- Handle a high volume of inbound customer communications.
- Provide clear, friendly, and accurate information to customers.
- Resolve customer queries efficiently wherever possible.
- Escalate complex issues, complaints, or service concerns to the appropriate person.
- Maintain a calm, patient, and professional approach during busy or challenging periods.
Administration and Record Keeping
- Accurately record customer interactions and updates.
- Maintain up-to-date records within the Company’s CRM and other systems.
- Process customer orders accurately and efficiently.
- Support general office administration as required.
- Ensure customer information is handled appropriately and in line with Company procedures.
Customer Support and Problem Solving
- Troubleshoot customer issues and follow them through to resolution.
- Liaise with internal teams to obtain updates and provide accurate responses to customers.
- Identify recurring customer issues and raise them with the relevant manager.
- Analyse customer feedback and suggest improvements to service delivery.
Commercial Support
- Identify appropriate upselling and cross-selling opportunities during customer interactions.
- Support customer retention through professional service and timely communication.
- Work collaboratively with operations, transport, and account management teams to support customer requirements.
Teamwork and Internal Communication
- Build positive working relationships with colleagues across departments.
- Communicate clearly with internal teams to help resolve customer queries.
- Support the wider office team during busy periods.
- Follow instructions from managers and supervisors.
Person Specification
Essential
- Previous experience in a customer service, call-handling, office administration, or client-facing role.
- Excellent verbal and written communication skills.
- Confident telephone manner.
- Strong attention to detail.
- Accurate data entry skills.
- Confident using IT systems, CRM systems, Microsoft Office, and email.
- Able to manage multiple tasks and priorities.
- Calm, professional, and patient when dealing with customers.
- Organised, proactive, and reliable.
- Able to work full-time in an office-based role in Port Talbot.
Desirable
- Experience in commercial laundry, logistics, facilities management, B2B services, or a similar service-based environment.
- Knowledge of upselling, cross-selling, or customer retention.
- Experience working with multi-site or multi-region operations.
- Experience handling complaints or service issues.
- Experience processing orders or supporting account management teams.
Skills and Behaviours
- Professional and friendly communication style.
- Strong customer focus.
- Good problem-solving skills.
- High level of accuracy.
- Organised and able to work at pace.
- Resilient under pressure.
- Positive and proactive attitude.
- Team player.
- Reliable and punctual.
- Able to handle confidential and customer information appropriately.
Key Working Relationships
- Customers and client contacts
- Customer Services Supervisor
- Head of Commercial
- Account management team
- Operations teams
- Transport team
- Finance and administration teams where required
Performance Measures
Performance in this role will be assessed against:
- Quality and professionalism of customer communication.
- Accuracy of records, orders, and data entry.
- Response times to customer enquiries.
- Ability to resolve queries and escalate appropriately.
- Customer feedback and service standards.
- Teamwork and internal communication.
- Attendance, punctuality, and reliability.
- Compliance with Company procedures.
General Duties
- Carry out reasonable duties as requested by management.
- Support the smooth running of the customer service and office function.
- Attend training, meetings, and briefings as required.
- Maintain good standards of conduct and communication.
- Follow Company policies and procedures at all times.
- Support improvements to customer service and internal processes.
Company Expectations
All employees are expected to:
- Work safely and follow all Company procedures.
- Treat colleagues, customers, managers, and visitors with respect.
- Attend work reliably and on time.
- Communicate professionally and appropriately.
- Take responsibility for the quality of their work.
- Maintain confidentiality and handle information correctly.
- Support the Company’s commitment to quality, teamwork, accountability, and continuous improvement.
Please visit our company website for more information
