Customer Support Administration

• Salary: £28,498
• Type: Temporary on-going
• Hours: 37-hour week, Monday – Friday
• Location: Central Swindon 
• Hybrid Working: Training in-office, then 1 day a week in-office, rest from home

We are looking for a Customer Support Administrator to join our client’s Customer Support Services Team. This role is a front-line position, responding to internal and external customer enquiries via telephone and email. The ideal candidate will be a part of a growing organisation undergoing significant change. As the business evolves, so will the objectives of this role, offering a dynamic work environment.

Day to Day of the role:

• Provide first-line support to customers via telephone and email ‘help desk’.
• Triage cases and assign queries to the appropriate colleague/team based on the nature of the query.
• Manage large volumes of email enquiries and handle call volumes efficiently.
• Serve as a knowledgeable point of contact for the organisation’s activities, particularly competitions and networks.
• Track case history and support needs using relevant tools and databases accurately.
• Act as an interface between the customer and internal teams when necessary.
• Handle multiple competition queries simultaneously while maintaining high-quality customer service.
• Assist with the preparation of reports and statistics as required.
• Contribute to continual improvement processes within the team and organisation.
• Provide support for external events and briefings.
• Support other areas of Operations with email traffic as needed through cross-training.

Required Skills & Qualifications:

• Clear experience in a customer help or support environment.
• Ability to work in a fast-paced, process-oriented environment.
• Experience working in operational/customer support teams to deliver results.
• Excellent communication skills, both written and oral.
• Exceptional telephone manner and customer service experience.
• Proficiency in ICT, including MS Office suite and database management.
• Ability to respond calmly under pressure and make impartial, well-considered judgments.
• Exceptional administration and self-organisation skills.
• Analytical and problem-solving abilities.

To apply for the Customer Support Administrator position, please submit your CV.