Customer Service Administrator

Anwyl Group; Wales; On-site; GBP 27,000; Full time

Job summary

A well-known construction company situated in Wales is seeking a Customer Services Administrator to provide exceptional support to the customer service team. The successful candidate should have excellent communication and organizational skills. Responsibilities include maintaining customer details, assisting managers with daily operations, and ensuring service quality. This role offers competitive benefits including an Employee Assistance Programme and holiday entitlements, ensuring a supportive work environment.

Benefits

Employee Assistance Programme (EAP)

Eyecare vouchers for Specsavers

Perkbox

26 days holiday plus bank holidays

Gym discount

Qualifications

• Demonstrable experience in administration.
• Experience working in a Customer Service department is desirable but not essential.
• Ability to learn to use the Customer Relationship Management (CRM) system.

Responsibilities

• Provide excellent customer service and support to the team by answering phones and resolving issues.
• Assist the Customer Service manager with day-to-day business and customer requirements.
• Ensure accuracy of all customer details and feedback.

Skills

Excellent communication skills, written & oral

Excellent organisational skills

Attention to detail and accuracy of data entry

Ability to work on own initiative to tight deadlines

Proficient in using Microsoft Office, especially Excel

Job description

Customer Services Administrator – Anwyl Homes

From humble beginnings as the local joiner, founded by our great grandparents over 90 years ago, we became an award‑winning builder of quality homes, now building around 800 new homes per year.

The Anwyl Group — comprised of Anwyl Homes, Anwyl Land and our joinery workshop — believes buildings are more than just bricks and mortar. We build places for people, and our thoughtful approach doesn’t stop there.

Despite our growth, we remain true to our family values — from community funds benefiting local schools, groups and charities, to supporting our colleagues with an ever‑expanding range of programmes and initiatives, people remain at the heart of everything we do.

Scope

The Customer Services Administrator will deliver exceptional support to the customer service team and internal stakeholders. The successful candidate will demonstrate effective communication and organisational skills, a professional attitude and work within agreed timescales.

Hours: 8.30am – 5.15pm (Mon‑Thurs) 8.30am – 4.00pm (Fri)

Salary: £26,470 per annum

Department: Customer Services

Report to: Customer Service Manager

Location: Head Office, Ewloe

Main Duties and Responsibilities

• Provide excellent customer service and support to the team by answering phones, taking messages and resolving any issues, where possible.
• Assist the Customer Service manager with day‑to‑day business and customer requirements.
• Ensure accuracy of all customer details, ensure their feedback is correctly recorded and up to date on all systems.
• Co‑ordinate and communicate with sales and site teams to ensure all paperwork is received in a timely manner.
• Accurately log defects on the CRM system for key release, 4‑week call and ‘end of defects’ items.
• Add updates from the weekly site reports to the CRM system and where a follow‑up is required share this with the relevant coordinator.
• Provide biweekly updates to all subcontractors and add the relevant updates accurately to the CRM system; where a follow‑up is required share this information with the relevant coordinator.
• Provide administrative support with regards to the overdue jobs and complaints process for the Ombudsman.
• Send overdue jobs emails via SharePoint to all homeowners in warranty every week.
• At all times comply with company policies, procedures and instructions.
• Send all SMS notifications to homeowners as reminders for scheduled appointments, ensure all technician appointments are confirmed by chasing with the relevant coordinator and escalating when required.
• Accurately support the subcontractor invoicing procedure for customer service jobs.
• Ensure GDPR compliance within the team by digitising customer documents and securely destroying any paper documentation.

Skills, Experience and

• Excellent communication skills, written & oral.
• Excellent organisational skills.
• Interpersonal skills.
• Attention to detail and accuracy of data entry.
• Ability to plan, prioritise and organise own workload.
• Ability to learn to use the Customer Relationship Management (CRM) system.
• Ability to work on own initiative to tight deadlines.
• Demonstrable experience in administration.
• Experience working within a Customer Service department is desirable but not essential.
• Proficient in using Microsoft Office (Outlook, Word, Excel, Power Point); specifically Excel and the Outlook diary system are mandatory.
• Ability to make decisions and solve problems.
• Ability to develop good working relationships.
• Adaptable/flexible.
• Trustworthy.
• Ability to work effectively in a team and under their own initiative.

Benefits

• Employee Assistance Programme (EAP)
• Eyecare vouchers for Specsavers
• Perkbox
• Length of Service
• Death in Service
• 26 days holiday plus bank holidays
• Gym discount

Anwyl Group is an Equal Opportunities Employer

Application deadline: 02/01/2026