Job Description

Role Overview:

We are looking for a passionate and dedicated Customer Service Administrator to join our Customer Service team. In this role, you will play a key part in delivering exceptional service by managing defects and EODs. You'll work closely with both our internal teams and external customers, ensuring that all processes are followed, records are maintained, and every interaction is handled with care and professionalism.

Key Responsibilities:

Customer-Centric Delivery:

+ Log defects quickly and accurately, ensuring a seamless process for both customers and teams.
+ Work proactively with the team to ensure that all tasks are completed on time and customer expectations are exceeded.
+ Keep clients informed with accurate and timely reports, ensuring clear communication at all stages.
+ Maintain a focus on the EOD process, ensuring everything is in place for client submission once works are completed.
+ Stay on top of target completion dates, helping the team stay on track and prevent delays.

Quality & Compliance:

+ Support operatives in completing their risk assessments and ensuring they follow best practices for lone working.
+ Foster a culture of compliance by ensuring everyone follows processes, creating an efficient, safe, and supportive work environment.
+ Communicate with care and professionalism, making sure all client and customer interactions reflect our high standards.

Building Relationships:

+ Book defects on time, always striving to meet or exceed KPIs while prioritizing customer satisfaction.
+ Develop strong working relationships with internal teams, subcontractors, and external stakeholders, ensuring smooth collaboration and effective communication.
+ Create a positive and supportive environment by engaging with team members and ensuring their needs are met.

Financial Responsibility:

+ Ensure efficient cost recovery by sending contra charge letters and collaborating with operatives to maximize productivity.
+ Obtain quotes and estimates when needed, working together with the team to challenge costs and ensure transparency.

Team Collaboration & Support:

+ Collaborate with various departments, team members, and subcontractors, fostering a culture of teamwork and mutual respect.
+ Complete all agreed processes efficiently, ensuring accuracy and attention to detail.

Success Measures:

Regularly exceed Customer Service KPIs while maintaining high levels of customer satisfaction. Deliver all daily defects and EODs on time, ensuring accuracy and smooth processes. Foster a supportive environment where operatives complete risk assessments and follow safety best practices. Build strong, collaborative relationships with internal teams, subcontractors, and clients. Ensure cost recovery through proactive action and efficient communication. Maintain high standards of professionalism in all communications with customers, clients, and team members.

Skills, Experience & Attributes:

A strong passion for customer service and understanding customer needs. Excellent attention to detail, ensuring accuracy in all tasks. Strong organisational skills with the ability to prioritise and meet deadlines. Exceptional communication skills, both verbal and written, with a customer-first approach. Proactive, flexible, and willing to adapt in a collaborative team environment. A genuine team player who builds positive working relationships and supports colleagues. A basic understanding of Health & Safety regulations, ensuring a safe working environment for all.

Why Join Us:

We believe in creating an environment where our team feels supported and valued. If you're a people-oriented individual who thrives in a collaborative environment, this is the perfect opportunity for you to make a difference. Join us and contribute to a team where your efforts will be recognised, and where we work together to deliver outstanding service to our customers.


We are proud to be a Disability Confident employer, and Hill is committed to being an equal opportunities employer, fostering an inclusive workplace where everyone is valued and supported to achieve their potential. If you require any additional support during the application or interview process, or if you would like the job description in an alternative format, please contact our Talent Team.


Apply now and take the next step towards your future!


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