Vacancy for Customer Service Administrator

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Location Various
Contract Type Permanent - Employee
Working Hours per Week 37.5 Hours
Remuneration £20,706 Per Annum Plus Benefits
Job Reference GR/10687

We are looking for a Customer Services Administrator who will provide a high level of Customer Service support to internal and external customers for the OCS Helpdesk.

You will manage a high volume of transactions via various communication methods including telephony and web traffic for a facilities management Helpdesk via a CAFM system.

You will be responsible for a portfolio of high-profile clients raising various types of service requests for the hard and soft services we deliver to our clients. Providing exceptional customer service standards whilst taking full ownership of the end-to-end resolution of all query types meeting agreed SLA’s & KPI’s where applicable, always delivering customer service excellence.

You must be self-motivated, able to work under pressure using your own initiative as well as being a team player.  Computer literacy with knowledge of MS office, professionalism and excellent communication skills are fundamental elements of this role.

Previous experience in a similar role would be a distinct advantage.

This will be a home working role with an occasional “keep in touch day” in Manchester as well as any training also to take place in Manchester. Anyone that has previously worked for an FM company in a helpdesk role would be preferred.

Responsibilities will include:

Supporting the OCS Helpdesk, the customer service administrator will be performing activities such as: dealing with a high volume of inbound phone calls, data input, general enquires/query resolution, email and web traffic.

Answering and acting upon a high volume of incoming/outgoing telephone calls to OCS standard protocol and KPI’s.

Ensuring that on all queries the client is always kept fully updated and ensuring that a query has been resolved to the client’s satisfaction

Updating the CAFM system ensuring that there is a full history on all requests logged prior to closing these in the system and then proactively contacting service streams for updates on queries so that agreed SLA’s are met.

Accuracy and attention to detail are a must when both logging and raising queries which will then be referred to the appropriate resolver for action. Obtaining as much information as possible is vital when logging requests in the system.

Collating and preparing weekly/monthly client reports to agreed SLA timescales, capturing all required data for analysis by both Account Managers and clients. You will be required to collate data around both financial and service level KPI’s.

Knowledge of the differing OCS Group Services to log requests to the correct service stream for action and resolution.

Acting as first point of contact for the OCS Helpdesk contracts at weekends.


Experience required:


O level / GCSE Standard or equivalent (English & Maths)

NVQ in Customer Services an advantage

Working experience/Personal attributes:

An excellent knowledge of Microsoft Office/Excel

Excellent Customer Service track record

Previous experience in a call handling environment

Time Management skills

Experience in a hard/soft services environment is advantageous

Customer focused

High Degree of accuracy

Ability to work under pressure

Team Player with a flexible can-do attitude

Commitment to achieving results

Good verbal/written communication skills

Problem Solver

What will you get in return?

  • An enhanced pension scheme (above auto enrolment rates) - to save for the future
  • Life Assurance – to protect your family should the worst happen
  • 25 days holiday, plus 8 bank holidays on top
  • Option to purchase additional annual leave
  • Private Medical Insurance – to protect you
  • Access to 100s of high street discounts
  • Financial Wellbeing support - Access to low interest loans
  • Recognition scheme ‘OCS Stars’- monetary rewards given to top performers
  • Training and Development- apprenticeships, e-learning, English as a Second Language and our award nominated ‘Impact’ Programme
  • Long Service Awards
  • Cycle to work scheme- discounted bicycles
  • Access to our Employee Assistance Programme- 24-7 Health & Wellbeing Support


Why join OCS Group UK Ltd?

OCS prides itself as a company with strong family values and we are passionate about hiring people who demonstrate the same.

We take CARE of you; We act SAFELY and responsibly; We are TRUSTWORTHY; We work as EXPERTS. If you share these Values, we want you to be part of our team.

OCS have a well-respected brand and our colleagues are empowered to be the best version of themselves. We offer job stability and are committed to developing our colleagues by offering more than just a job. We are a financially stable business who continues to be privately owned since its inception in 1900.

We reward those who demonstrate our values and since the launch of our OCS Star recognition scheme we have rewarded nearly 1,500 colleagues with monetary vouchers, certificates, and public recognition within the business.

We invest and support the growth of our people and are currently sponsoring over 310 colleagues who are enrolled in a variety of apprenticeship programmes, ranging from Level 3 qualifications in customer service to degree programmes in Leadership. If you want to develop you career, OCS is a great choice.

OCS offers the family feel of smaller organisations although large enough to offer so many opportunities. We recognise your efforts and contribution and show our appreciation through a variety of reward schemes which in turn results in our colleagues staying with OCS.  Our business is the family you can choose, and our people stay for the friendships, opportunities, and career fulfilment we offer