Helpdesk Customer Administrator

• Are you an organised and proactive individual with excellent customer service skills?
• Do you thrive in a busy help-desk environment, handling inbound calls, managing queries, and supporting the smooth running of day-to-day operations?
• Would you like to join a professional and friendly team within the facilities management sector?

The Company:

We are supporting a well-established organisation in the facilities management industry who are looking for a dedicated Help-Desk Customer Administrator. This role sits at the heart of the help-desk operation, managing customer enquiries, coordinating works with contractors, and ensuring exceptional service is delivered.

Role & Responsibilities of the Helpdesk Customer Administrator:

• Handle a high volume of inbound customer service calls and help-desk enquiries, ensuring all queries are logged accurately and resolved efficiently.
• Act as the main third-party liaison with contractors, obtaining updates, arranging visits, and ensuring work is completed within agreed timescales.
• Support the allocation and scheduling of jobs, including escalation of urgent issues or service failures.
• Assist with managing out of hours calls, ensuring that emergencies and priority requests are passed to the appropriate teams.
• Maintain accurate records using CAFM/help-desk systems and produce reports as required.
• Prioritise and manage multiple tasks in a fast-paced environment while maintaining strong attention to detail.
• Work collaboratively with internal teams to resolve customer or contractor-related issues.

• Previous experience in a help-desk, customer service, or administrative role, ideally within a facilities or B2B environment.
• Proven ability to deliver excellent customer service and handle a variety of customer and contractor enquiries confidently.
• Comfortable dealing with B2B calls, suppliers, and third-party contractors.
• Quick to learn new systems and able to navigate multiple platforms simultaneously.
• Strong organisational skills with the ability to prioritise and manage several ongoing tasks.
• Confident communicator with excellent verbal and written skills.
• Proficient in Microsoft Office applications; experience with CAFM/help-desk software is an advantage.
• Must be able to commute to the office in Braunstone, Leicestershire as this is a fully office based role.
• Whilst the role is Monday-Friday 9am-5pm, there is an emergency out of hours phone line which you will be responsible for 1 week of the month on a rotational shift pattern.

This role would be suitable for: customer service, call centre, helpdesk, contracts administrator, office manager etc.