Job Description

ISS
Customer Service Help Desk
Contract: Professional Services, Production & Technology
Location: London, E20 1EJ
Hours of work: 40
Contract Type: Permanent
We are looking for a highly organised and customer-focused Customer Service Administrator to join our team. You will play a key role in supporting the day-to-day running of service yard operations and FM Helpdesk activities, acting as the first point of contact for contractor and courier queries. This role requires excellent communication skills, attention to detail, and the ability to manage multiple tasks in a fast-paced environment.

As a Customer Service Administrator, you will assist with the smooth operation of the logistics office, ensuring compliance with health and safety standards and maintaining high levels of customer satisfaction. You will manage the Delivery Management System (DMS), handle helpdesk operations, log reactive jobs on the CAFM system, and provide guidance to retailers, suppliers, and couriers. The role involves liaising with internal teams and external stakeholders to ensure service excellence and compliance with contractual requirements.
Key Responsibilities

• Assist with the day-to-day running of the logistics office to meet operational requirements.
• Maintain health and safety compliance and support site emergency response procedures.
• Manage and monitor the Delivery Management System (DMS) for contractor access requests.
• Handle helpdesk operations, including inbox management and call handling.
• Log reactive jobs on Westfield's FSI Concept CAFM system.
• Liaise with customers, retailers, suppliers, and couriers to ensure smooth delivery and access processes.
• Provide information and assistance regarding delivery and contractor access.
• Promote Value Added Services and manage skip requests.
• Communicate relevant issues and plans to the Key Account Coordinator

Professional and Personal Competencies/Qualifications

• Strong analytical skills, including risk assessment
• Excellent verbal and written communication skills
• Good problem-solving ability and attention to detail
• Understanding of general health and safety in the workplace
• Ability to work independently and as part of a team
• Ability to work under pressure, use initiative, and meet deadlines
• Proficiency in Microsoft Office Suite and experience with CAFM systems (FSI Concept or similar)
• Strong relationship-building skills with clients and stakeholders

The Company
ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.
Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it's hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.
We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace
ISS is proud to be a diverse and inclusive employer.
ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste), religion or belief, sex, sexual orientation or educational background.
We are a Disability Confident Committed (Level 2) employer, proudly supporting and promoting inclusive hiring practices in line with the UK government's Disability Confident scheme.
Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.
If you have any further queries regarding this role, please contact the Resourcing Team by emailing
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Skills Required