Customer Support Administrator (Helpdesk)

We are looking for an experienced and self-driven Customer Support Administrator you will be responsible for providing exceptional service to customers while managing key accounts and inquiries. You will act as the first point of contact for customer queries, ensuring timely responses and maintaining high service standards.

Responsibilities

• Act as the first point of contact for customer inquiries, both over the phone and via email.
• Manage key client accounts, responding promptly to all customer communications.
• Liaise with internal and external stakeholders to provide updates and maintain accurate records in the company database.
• Monitor and control open calls to ensure timely resolution and update tasks accordingly.
• Prepare and send estimates for machinery and parts orders to customers.
• Coordinate the delivery of loan machines to customers when necessary.
• Handle customer complaints and escalate issues to the Head of Service Delivery when required.
• Produce accurate reports for stakeholders and customers as needed.
• Provide part details to the Parts Manager for sourcing from suppliers.
• Organise machine collection and deliveries, ensuring accuracy with internal records.
• Cover workflow for colleagues during their absence.
• Contribute to process improvement initiatives and escalate issues to the Head of Service Delivery.

Requirements

What we’re looking for

You tick each of our -must-haves:

• Educated to GCSE level or above with a pass in English and Maths (or equivalent).
• Excellent telephone manner and communication skills.
• Previous experience in a similar customer support role.
• Strong customer service skills with attention to detail.

Bonus experience

• Highly organised and able to work under pressure.
• Proficient in Microsoft Office and other relevant software applications.
• Ability to excel in a fast-paced, agile environment.
• Innovative thinker who embraces change and contributes positively to improvements.
• Professional demeanour and ability to handle customers effectively.

As a person, you are a self-starter who is motivated to kick start your own projects, welcomes challenges, seeks feedback from others, asks “How can I help” and then “How can we make this better”, shows perseverance on long-term goals, and generally goes above and beyond in their work.

Benefits

• Competitive salary
• Private healthcare
• 21 days annual leave plus bank holidays
• Enhanced workplace pension scheme
• Access to our discount and wellbeing portal, ICE Cube
• Life assurance which is 2x annual salary
• Bonus payment of £100.00 following 5 years’ service then an additional £25.00 for each subsequent year of service e.g. £125.00 following 6 years’ service
• Holiday buy back scheme

At ICE we strive to encourage personal development and career progression, offering on-the-job training as well as support for professional qualifications for our employees. We are a fast-growing business, and this position would suit someone who likes to hit the ground running and has a drive for success.

How we do it:

But we’re still growing, and that’s why we need you.

ICE is an equal-opportunity employer, and we’re on a mission to foster a diverse & inclusive workplace. Individuals seeking employment at ICE are considered without regard to race, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.

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