Business Overview
With over 50 years of experience, ICE is the UK’s largest independent provider of cleaning equipment. We manage thousands of sites across the UK in a wide variety of sectors including retail, healthcare, warehousing, manufacturing, distribution, and education. As well as supplying and servicing traditional cleaning equipment, we also have over a decade of experience in robotic floor cleaning machines. We are not only committed to a greener future through our own ESG strategy, but we also place the utmost focus on ensuring we offer products and services to customers that support their own sustainability goals and commitments.
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.
Role Overview
As a 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.
Essential duties and 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.
Qualifications, Experience, and Skills:
- 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.
- 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 demeanor and ability to handle customers effectively.