Customer Service Administrator

1 week ago

Cwmbran, United Kingdom Halma plc Full time

Help grow a safer, cleaner, healthier future for everyone, every day. Join us at HWM Global Ltd, a Halma operating Company, where we innovate to keep critical resources flowing. Role Overview This role combines data service and customer service functions, focusing on AMR site reporting, subcontractor coordination, and customer communication. Main Tasks AMR Services Generate tailored AMR framework/project reports to meet contractual obligations. Review and action customer sites within maintenance plans. Coordinate with subcontractors for site scheduling and updates. Review subcontractor site cards, ensuring completeness and accuracy for approval. Respond promptly to AMR-specific service desk tickets. Communicate site updates and service outcomes with customer’s post-visit. Support technical resolution and elevate where. Maintain accurate tracking of AMR site activities and issues. Administrative Support Log and update customer interaction records and maintain internal systems. Support contract renewals, change requests and account adjustments. Assist in the preparation of documentation and service proposals. Organise and maintain customer folders and internal documentation repositories. Customer Service Provide support for day‑to‑day customer enquiries (via email, phone and service desk) as needed. Assist with managing customer service tickets, ensuring correct triage, technical help and timely resolution. Support troubleshooting and resolution of product or service issues, escalating complex concerns when necessary. Help set ticket priorities and coordinate with internal teams for resolution updates. Maintain communication with customers throughout the resolution process during periods of support. Offer assistance for inbound and outbound customer transactions as required. Advocate for customers by capturing feedback and identifying improvements on an occasional basis. Collaboration With Stakeholders Work closely with internal teams including Sales, Engineering, Service and Quality. Ensure customer operations activities align with overall business objectives. All employees have a legal duty to take reasonable care for the health & safety of themselves and others who may be affected by their acts or omissions at work, and to observe and follow the relevant systems, rules and methods of working. Person Specification Customer focused at all times. Resilience and ability to handle pressure and challenging situations. Strong attention to detail and accuracy. Team player with strong organisational and time‑management skills. Adaptable and open to change. Able to focus in a busy environment and make informed decisions. Qualifications/Training Strong administration background. Familiarity with Microsoft Suite. Excellent communication skills, both verbal and written. Analytical thinking and problem‑solving ability. Knowledge of import/export processes is an advantage. The responsibilities outlined above are not comprehensive, and you may be required to undertake additional duties as your role evolves in accordance with the Company’s business objectives. #J-18808-Ljbffr

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