Customer Success Administrator; Maternity Cover

Hours of Work

9am-5pm, Monday
- Friday

We are seeking a talented individual to join our Customer Success Team for a 12-month maternity position.

Magherafelt, Head Office

Operating within a fast‑paced environment, this role is responsible for delivering response maintenance repair contracts for the NIHE, ensuring repair requests are carried out efficiently and cost‑effectively while delivering a first‑class service to customers. This role will require teamwork, liaise closely with all stakeholders in the business and assist daily in managing targets and workflows effectively.

• Act as the first point of contact, providing support for all customer queries.
• Provide an exceptional level of customer service, communicating to customers in a professional manner.
• Responsible for the administration for a specific contract area.
• Triage/pass all new repair requests and assign to relevant department, supervisor(s) or subcontractor for action.
• Work as part of a team to prioritize and manage the workload.
• Ensure customers are kept up to date, ensuring any issues are escalated to management.
• Monitoring of target dates for jobs, tracking updates and job status.
• Liaise with internal stakeholders regularly providing accurate and detailed information.
• Job completions and updating system/data input.
• Maintaining standards and processes to reach KPI targets.
• Perform the job in accordance with the company's policies and procedures.
• Perform any other duties as reasonably required.

• Experience in a busy office environment.
• Experience providing customer support.
• Minimum of Grade C or above in GCSE or equivalent (English and Maths).
• Data input experience.
• IT literate, proficient in Microsoft Office.

• Experience in social housing sector.

• Demonstrate reliability, flexibility, and adaptability.
• Effectively manage time in order to meet deadlines.
• Excellent team‑working skills.
• Excellent communication skills with the ability to manage client relationships.
• Strong planning and organization skills.
• Ability to work on own initiative and as part of a cross‑functional team.
• Ability to work accurately under pressure and meet deadlines & targets.

• Customer Service
• Excel
• Call handling
• Office work
• Communication (written and verbal)