Customer Service Administrator

Location: Cheltenham, Gloucestershire The role: We are looking for a highly organised and customer-focused Customer Service Administrator to join our Customer Service team in Cheltenham. This is an excellent opportunity for someone who enjoys providing administrative support, building positive customer relationships, and ensuring orders progress smoothly through the customer journey.

As a Customer Service Administrator, you will play a key role in supporting order management activities, maintaining accurate customer information, and delivering timely communication to customers. Working closely with Customer Service Specialists and internal teams, you will help ensure an excellent customer experience while supporting operational efficiency.

Key responsibilities

Proactively follow up outstanding proforma invoices and customer orders. Communicate with customers via email and telephone to obtain updates and progress orders. Identify and escalate issues preventing orders from progressing. Provide customers with timely updates regarding order status and planned despatch dates. Maintain accurate customer records and system notes.

Investigate bounced electronic order acknowledgements and coordinate data updates. Support the management of shared customer service inboxes. Process lower-complexity customer orders and administrative activities. Assist with order logging, orderbook housekeeping, and backlog reduction initiatives. Provide telephone support during periods of high demand.

Escalate complex customer enquiries to the appropriate team members. Support continuous improvement activities by identifying process inefficiencies and opportunities for enhancement. Your skills: Previous experience in an administration or customer service role. Experience handling customer orders, enquiries, or order management processes.

Strong attention to detail and commitment to data accuracy. Excellent written and verbal communication skills. Strong organisational skills with the ability to manage multiple priorities. Customer-focused approach with a professional and friendly manner. Ability to work collaboratively across teams and departments. Good working knowledge of Microsoft Outlook and Excel.

Experience using CRM, ERP, or similar business systems. Strong time management skills and a proactive approach to problem-solving. Ability to identify opportunities for process improvement. Why Join Us? You'll be joining a collaborative team environment where your contribution directly impacts customer satisfaction and operational success.

This role offers the opportunity to develop your customer service and administrative skills while supporting a business committed to continuous improvement and delivering exceptional customer experiences.