Customer Service Administrator
Location: Farnham
Salary: £25,400 per annum
About the Role
Do you enjoy administration, have strong organisational skills, and take pride in delivering excellent customer service? Are you someone who prefers supporting and retaining customers rather than working in a traditional sales role?
We are looking for a Customer Service Administrator to support our clients and internal teams by ensuring accurate administration, clear communication, and a consistently high standard of service throughout the customer journey. As a Customer Service Administrator, you will act as a key point of contact for clients, supporting them with queries, updates, and account changes while working closely with our specialist teams to ensure smooth service delivery.
You’ll play an important role in maintaining accurate records, supporting client retention, and identifying opportunities to inform customers about services that may benefit them.
Key Responsibilities
Provide administrative and customer service support to specialist teams, communicating with clients via phone and email
Maintain accurate and up-to-date client records across internal systems and databases
Act as a primary point of contact for client queries, ensuring timely and professional responses
Promote and monitor clients’ open banking accounts, educating customers on benefits and ensuring continued connection
Contact clients to obtain missing application, payment, or data information
Process changes to client subscription packages, including upgrades and downgrades
Identify gaps in customer data and liaise with clients to complete information for quarterly returns
Support client retention by maintaining positive relationships and monitoring engagement
Advise clients on additional products or services that may be suitable for their needs
Work towards individual and team KPIs relating to customer contact, retention, and service quality
Essential Skills & Experience
Previous experience in a fast-paced customer service role, ideally office or phone-based
Comfortable spending the majority of the day on the phone, with a clear and confident telephone manner
Strong listening and objection-handling skills
Experience of up-selling or cross-selling services in a customer-focused manner
Target-driven with experience working towards KPIs
IT literate, with working knowledge of Microsoft Word, Excel, and Outlook
Excellent organisational and time management skills
Ability to prioritise workloads and manage competing demands in a high-pressure environment
Strong written and verbal communication skills
Company Benefits
On-site parking
22 days annual leave, increasing to 25 days with length of service
NEST pension auto-enrolment
Cycle to Work scheme
Professional study support and ILM training partnership
