Customer Service Administrator

Search • Permanent • Edinburgh, City Of Edinburgh, Scotland, United Kingdom • £26k - £26.50k / year • 2d ago

Customer Service Administrator

Salary £26,000 - £26,500 (10% Bonus)

About the Role

We're looking for a proactive and customer-focused Customer Service Administrator to join a fast-paced and supportive operations team. This is an exciting opportunity for someone who enjoys problem-solving, delivering exceptional customer experiences, and working in a role where accuracy and communication really matter.

As a key member of the team, you'll manage customer enquiries, resolve account and service-related issues, and ensure customer information is maintained accurately and efficiently. You'll work collaboratively with internal departments and external stakeholders to deliver high-quality outcomes while meeting service targets and KPIs.

This role is ideal for someone who thrives in a busy environment, enjoys taking ownership of tasks, and is passionate about making a positive difference for customers.

Key Responsibilities

* Deliver outstanding customer service across telephone, email, and written correspondence channels.
* Resolve customer queries efficiently, aiming for first-contact resolution wherever possible.
* Maintain accurate customer records and update internal systems in line with company procedures and compliance standards.
* Monitor and manage allocated workloads to ensure all tasks are completed within agreed service levels and deadlines.
* Investigate account or billing discrepancies and take corrective action to ensure accurate outcomes for customers.
* Liaise with internal teams, contractors, and stakeholders to coordinate service delivery and issue resolution.
* Assess and resolve complex customer cases using sound judgement and problem-solving skills.
* Prioritise urgent or sensitive customer matters appropriately and escalate where required.
* Ensure all work is completed in line with operational procedures, regulatory requirements, and data protection standards.
* Identify opportunities to enhance customer experience and promote additional products or services where appropriate.
* Support continuous improvement by contributing ideas that improve service quality and operational efficiency.
* Build positive relationships with colleagues and customers to support a collaborative and high-performing culture.

What Success Looks Like

In this role, you will:

* Deliver a consistently high standard of customer service.
* Build trust with customers through clear, accurate, and professional communication.
* Demonstrate strong attention to detail and ownership of your work.
* Contribute positively to team performance and operational improvements.
* Maintain compliance with company procedures, quality standards, and data protection requirements.

Why Join Us?

We believe in creating a workplace where people feel supported, valued, and empowered to grow. In return for your skills and commitment, we offer:

* Competitive salary
* Generous holiday allowance
* Pension scheme
* Training and development opportunities
* Career progression pathways
* Supportive and collaborative team culture
* Employee wellbeing initiatives
* Recognition and reward programmes

If you're passionate about delivering excellent service and want to build a rewarding career in a growing and supportive organisation, we'd love to hear from you.

Search is an equal opportunities recruiter and we welcome applications from all suitably skilled or qualified applicants, regardless of their race, sex, disability, religion/beliefs, sexual orientation or age.

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