Customer Service Administrator – Helpdesk

Location: Acton, West London

Working Hours: Monday to Friday, 8:30am–5:00pm, with one weekend per month required for helpdesk cover from home, 9:00am–3:00pm. Weekend cover is paid as overtime, providing an opportunity to earn additional income.

Job Type: Full-time, permanent

Do you love helping people, keeping things organised and making sure everything runs smoothly?

We’re looking for a friendly, organised and proactive Customer Service Administrator to join our busy Helpdesk team at Nelson Dish & Glasswashing Machines Ltd.

We supply and service commercial kitchen equipment, helping businesses keep their kitchens running smoothly. Our Helpdesk is at the heart of our service operation, supporting customers, coordinating engineers and making sure repair and maintenance jobs are dealt with efficiently.

This is a varied, hands-on role that would suit someone who enjoys a fast-paced environment, takes pride in delivering great customer service and is confident juggling different priorities throughout the day.

What will you be doing?

You’ll play a key role in making sure our customers receive a reliable, professional and friendly service.

Your responsibilities will include:

• Being the first point of contact – answering customer calls and emails, listening to their needs and providing helpful, professional support.
• Coordinating service calls – logging repair requests, gathering the right information and ensuring jobs are progressed promptly.
• Scheduling engineers – arranging appointments, allocating jobs and helping to manage daily schedules efficiently.
• Keeping customers informed – providing updates, managing expectations and following up to make sure customers know what’s happening.
• Managing administration – maintaining accurate customer records, updating our systems and ensuring all job notes and correspondence are recorded clearly.
• Supporting the service team – liaising with engineers, colleagues and subcontractors to resolve queries and keep jobs moving.
• Following up outstanding work – keeping track of open jobs, chasing updates and helping to prevent anything from being missed.
• Problem-solving – dealing with unexpected changes, prioritising urgent requests and helping find practical solutions when things don’t go to plan.

No two days will be exactly the same, so being adaptable, organised and comfortable working in a busy environment is essential.

What are we looking for?

We’re looking for someone who takes ownership of their work, communicates confidently and genuinely cares about giving customers a good experience.

You’ll ideally have:

• Experience in customer service, administration, a helpdesk or a coordination role.
• Excellent telephone manner and written communication skills.
• Strong organisational skills and the ability to manage competing priorities.
• Good attention to detail, particularly when recording information and updating systems.
• A proactive approach to following up tasks and seeing things through to completion.
• Confidence using computer systems and learning new software.
• The ability to stay calm, professional and solution-focused when things get busy.
• A positive, team-focused attitude and a willingness to learn.

Experience in service scheduling, engineer coordination or a technical service environment would be an advantage, but it isn’t essential. We’re interested in the right attitude, strong customer service skills and someone who is keen to develop.

Why join Nelson?

This is an opportunity to become part of an established business where the Helpdesk plays a vital role in keeping our customers happy and our service operation running effectively.

You’ll have the opportunity to:

• Take on a varied role where your contribution genuinely matters.
• Develop your customer service, administration and coordination skills.
• Build your knowledge of a specialist industry.
• Work closely with a team of colleagues across customer service and engineering.
• Make a real difference to the experience our customers receive.

Interested?

If you’re organised, approachable and enjoy making a difference to customers, we’d love to hear from you.

Apply today to join Nelson Dish & Glasswashing Machines Ltd and become an important part of our Helpdesk team.