Reporting to: Head of Administration and Business Systems

Location: Totton, Hampshire

Hours: 40 hours – Monday to Friday


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 Apprentice, you will support the Sales Admin and Business Systems functions of the company by interfacing with customers and internal colleagues across a multitude of customer-centric business tasks.


Core Requirements:

  • Establishing and evolving relationships with internal and external customers, providing a continuously high standard of customer service and account management.
  • Responsible for setting up new business or orders and pro-actively managing an effective new customer onboarding process.
  • Manage customer orders for equipment purchase, rental, and short-term hire.
  • Support the Sales and Key Account Managers and Directors with sales-related activity, such as pricing documents and customer equipment lists.
  • Skilled at managing multiple tasks within tight timescales.
  • Organise and maintain customer equipment records to keep track of financial transactions.
  • Manage specifically assigned customers as well as deliver against wider team objectives.
  • Main point of contact for all customer sales-related enquiries made via telephone and/or email activity.
  • Record sales leads on Customer Relationship Management database
  • Process customer orders through to dispatch and successful delivery within established timescales.
  • Work with our internal colleagues based at various Hubs across the UK to ensure that orders are dispatched/delivered on time and in line with customer expectations.
  • Maintain customer records to ensure capture and maintenance of key customer information (contact details, site details).
  • Raise invoices following successful delivery of equipment to customer site including consolidated invoices on a monthly basis.
  • Process and track all equipment rental orders and collections and ensure monthly customer billing is correct.
  • Manage requests for both short- and long-term hire equipment, including the delivery and collection through our Hubs.
  • Produce and communicate accurate and timely reports to key stakeholders and customers.


Qualifications, Experience and Skills:

  • Educated to GCSE level or above with grade C (or equivalent) pass or above in English and Maths
  • Competent user of Microsoft Office applications
  • Strong communicator – excellent telephone manner and email etiquette
  • Customer centric
  • Ability to multi-task and work to tight deadlines
  • Highly organised
  • IT literate
  • Performance focused
  • Resilient


Equal Opportunities

Our company are an equal opportunities employer and welcome applications from all suitable, qualified persons regardless of their sex, marital status, disability, religion, race, nationality, ethnic origins or social background.

If you are successful and are invited to an interview, you should ensure that you bring with you to the interview the correct documentation to confirm your right to work in the UK e.g. your passport (current or expired) or birth certificate with a letter confirming your national insurance number.

Due to the large volume of applications received, we are unable to respond to every application. If you have not heard back from us within 14 days of your application, unfortunately, on this occasion, your application has been unsuccessful, but we would like to take this opportunity to wish you every success in your future job search.

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