Customer Care Administrator

Location: Sewell Group Head Office, Geneva Way, Leads Road, Hull, HU7 0DGHours: 37.5 hours per week; Monday to Friday 8:30am – 5:00pm (8am-4.30pm on a rota)Salary: £25,500-£27,000 FTEBonus: Up to 20% of annual salary per year, measurement based on personal and company performance Role OverviewReporting 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 operationsTo learn more about Sewell Group and Sewell Facilities Management, please follow the link below:Home - Sewell Group (sewell-group.co.uk)Facilities Management experts - Sewell FM (sewell-facilitiesmanagement.co.uk)Key ResponsibilitiesAnswer incoming customer calls to the Customer Care TeamLog new tasks and service requests accurately within the CAFM systemRespond promptly to urgent tasks, ensuring they are communicated to the appropriate teamsProcess all web requests and emails from internal and external customersProvide regular, proactive updates to clients and the wider FM team regarding ongoing tasksManage and coordinate reactive and planned works, liaising with our clients, the wider FM team and subcontractors as requiredMonitor the completion of works, ensuring all relevant documentation is collated and uploaded to CAFMSupport asset management administration, including maintaining accurate recordsProduce internal and external client reportsEnsure all reactive and project tasks are invoice‑ready and process them accordinglyManage holiday records including arranging cover for the Mobile Maintenance TeamDevelop 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 TeamDeliver general administrative support to the wider Facilities Team as requiredProvide holiday and sickness cover for the Customer Care Team.RequirementsAs 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 rolePrevious experience working within an administrative environmentA strong belief in delivering great customer serviceA passion for working with peopleAn excellent telephone mannerA positive, approachable and professional attitude, appearance and demeanourThe ability to work within a fast-paced customer led environment, and manage regular interruptions smoothlyExcellent organisational and communication skillsBe computer literate (Microsoft Office)Have the ability of work both as a team member, and alone in a busy working environmentPossess a positive approach to learning, development and progressionHave a flexible attitude towards hours worked and the interest in supporting the wider team during holiday and sickness periodsDesirable:Previous experience working within a maintenance, construction or FM businessPrevious experience working with key performance indicators (KPIs)Experience working on bespoke computer systemsFull Driving Licence, valid in the UKSewell 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: Employee Ownership - Sewell Group (sewell-group.co.uk) Auto Enrolment pension Staff discounts High Street & Retail discount schemes Bike 2 Work Scheme Technology Scheme Paid Parental Leave and Sickness Absence schemes Click here to take a look at our flexible reward and benefits offer!

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: £25,500-£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

To learn more about Sewell Group and Sewell Facilities Management, please follow the link below:

Home - Sewell Group (sewell-group.co.uk)

Facilities Management experts - Sewell FM (sewell-facilitiesmanagement.co.uk)

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.

Requirements

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: Employee Ownership - Sewell Group (sewell-group.co.uk)
• Auto Enrolment pension
• Staff discounts
• High Street & Retail discount schemes
• Bike 2 Work Scheme
• Technology Scheme
• Paid Parental Leave and Sickness Absence schemes

Click here to take a look at our flexible reward and benefits offer!

Sewell Group is a multi-disciplined group of companies operating across the North of England. As a family business, it has a long and illustrious history dating back to 1876. Alongside its retail division, which operates 12 fuel and convenience stores across East Yorkshire, Sewell Estates is a collective of built environment businesses made up of Sewell Investments, Sewell Construction, Sewell Facilities Management, Illingworth and Gregory, Sewell Advisory and Parallel Data Intelligence. At the heart of the business’ vision and strategy is delivering value for the communities it serves, promoting opportunities by employing local people and investing in developing talent, as well as giving back to communities and supporting the regional economy through commissioning the local supply chain. Sewell pride themselves on their commitment to support, train, develop and reward employees. In return, they ask that their employees work hard, live the company behaviours and have some fun along the way. Culture is a massive part of the day-to-day life at Sewell and its people follow core principles of being Positive; Professional; Customer Focused; Team Players; and Always Doing the Right Thing. In 2021 the Group was recognised as one of only 18 businesses across the country in the Queen’s Awards for Enterprise for Promoting Opportunity – the most prestigious accolade for UK businesses. We have also been recognised again in 2022 as a 3 Star World Class 'Best Companies to Work For', the 7th best in the Yorkshire and Humber Region, and feature in the Sunday Times Top 100 Companies list.

Sewell Group is a multi-disciplined group of companies operating across the North of England. As a family business, it has a long and illustrious history dating back to 1876. Alongside its retail division, which operates 12 fuel and convenience stores across East Yorkshire, Sewell Estates is a collective of built environment businesses made up of Sewell Investments, Sewell Construction, Sewell Facilities Management, Illingworth and Gregory, Sewell Advisory and Parallel Data Intelligence.

At the heart of the business’ vision and strategy is delivering value for the communities it serves, promoting opportunities by employing local people and investing in developing talent, as well as giving back to communities and supporting the regional economy through commissioning the local supply chain.

Sewell pride themselves on their commitment to support, train, develop and reward employees. In return, they ask that their employees work hard, live the company behaviours and have some fun along the way. Culture is a massive part of the day-to-day life at Sewell and its people follow core principles of being Positive; Professional; Customer Focused; Team Players; and Always Doing the Right Thing.

In 2021 the Group was recognised as one of only 18 businesses across the country in the Queen’s Awards for Enterprise for Promoting Opportunity – the most prestigious accolade for UK businesses. We have also been recognised again in 2022 as a 3 Star World Class 'Best Companies to Work For', the 7th best in the Yorkshire and Humber Region, and feature in the Sunday Times Top 100 Companies list.