Customer Care Administrator

Location: Sewell Group Head Office, Geneva Way, Leads Road, Hull, HU7 0DG

Hours: 37.5 hours per week; Monday to Friday 8:30am – 5:00pm (8am-4.30pm on a rota)

Salary: £25,000-£27,000 FTE

Bonus: Up to 20% of annual salary per year, measurement based on personal and company performance

Role Overview

Reporting to the Customer Care Team Manager, the Customer Care Administrator will be part of the Customer Care Team at Sewell Facilities Management. The role is responsible for coordinating and managing reactive and planned maintenance tasks within our CAFM system, ensuring customers receive clear, timely updates on all maintenance activities across a diverse portfolio.

The team supports contracts in both the private and public sectors, including health, education and commercial facilities, spanning Yorkshire, Lincolnshire and the Northeast. A key focus of the role is supporting our customers and the wider Facilities Management team to ensure a seamless, high‑quality service experience.

The Customer Care Administrator will also provide general administrative support across the team, contributing to smooth and efficient day‑to‑day operations.

Key Responsibilities

• Answer incoming customer calls to the Customer Care Team
• Log new tasks and service requests accurately within the CAFM system
• Respond promptly to urgent tasks, ensuring they are communicated to the appropriate teams
• Process all web requests and emails from internal and external customers
• Provide regular, proactive updates to clients and the wider FM team regarding ongoing tasks
• Manage and coordinate reactive and planned works, liaising with our clients, the wider FM team and subcontractors as required
• Monitor the completion of works, ensuring all relevant documentation is collated and uploaded to CAFM
• Support asset management administration, including maintaining accurate records
• Produce internal and external client reports
• Ensure all reactive and project tasks are invoice‑ready and process them accordingly
• Manage holiday records including arranging cover for the Mobile Maintenance Team
• Develop and maintain technician on‑call rotas and manage the VOIP telephone system to ensure call routing accurately reflects the current on‑call technician.
• Provide diary management support for the Maintenance Team
• Deliver general administrative support to the wider Facilities Team as required
• Provide holiday and sickness cover for the Customer Care Team.

As well as exhibiting our company behaviours of being Positive, Professional, Customer Focused, a Team Player and Doing the Right Thing, the successful candidates will have the following:

Essential

• Previous experience working in a customer service role
• Previous experience working within an administrative environment
• A strong belief in delivering great customer service
• A passion for working with people
• An excellent telephone manner
• A positive, approachable and professional attitude, appearance and demeanour
• The ability to work within a fast‑paced customer led environment, and manage regular interruptions smoothly
• Excellent organisational and communication skills
• Be computer literate (Microsoft Office)
• Have the ability of work both as a team member, and alone in a busy working environment
• Possess a positive approach to learning, development and progression
• Have a flexible attitude towards hours worked and the interest in supporting the wider team during holiday and sickness periods

Desirable

• Previous experience working within a maintenance, construction or FM business
• Previous experience working with key performance indicators (KPIs)
• Experience working on bespoke computer systems
• Full Driving Licence, valid in the UK

Sewell Group is an equal opportunities employer, recruiting within the guidelines of the Equality Act 2010. We are committed to the promotion of diversity and equal opportunity, as an employer and in the delivery of our products and services.

As a committed safe employer, an enhanced DBS (criminal record) check will be carried out for the successful candidate of this role.

Benefits

• Competitive pay
• Annual Bonus opportunity
• 25 days holiday (plus bank Holidays), rising with length of service to 30 days
• Being a Co-Owner of Sewell Estates, learn more here
• Auto Enrolment pension
• Staff discounts
• High Street & Retail discount schemes
• Bike 2 Work Scheme
• Technology Scheme
• Paid Parental Leave and Sickness Absence schemes

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