Customer Service Administrator

Job Title:          Customer Service Administrator

Reports to:        Assistant Customer Service Manager

Hours:             40 per week working between 08:30 to 17:30 Monday to Friday

Location:          Carlisle

Salary:              £26,500 to £27,000 per annum

About Carlisle Brass

We are one of the UK’s most recognised architectural hardware brands, synonymous with architectural ironmongers, builders’ merchants, and major DIY retailers since 1986.

Located in Cumbria, home of the English Lake District, we operate a next day service, nationwide and beyond. We are passionate about our products, people, and customers.

Carlisle Brass are part of the ASSA ABLOY group, the global leader in access solutions.

Purpose of the role

To provide comprehensive administrative support to the Customer Services team, ensuring the efficient management of customer enquiries, logistics portals, reporting requirements and customer master data.

The role supports the delivery of excellent customer service by maintaining accurate records, coordinating information across multiple systems and departments, and ensuring customers receive timely and effective support. Working closely with Customer Service, Logistics, Purchasing, Sales and Operations teams, you will play a key role in supporting service delivery and enhancing the overall customer experience.

Key responsibilities

• Act as a primary point of contact for customer enquiries via telephone and email, providing a professional and customer-focused service.

• Log, track and manage customer enquiries, ensuring timely resolution or escalation where required.

• Liaise with internal departments including Logistics, Purchasing, Sales and Operations to support customer requirements and service delivery.

• Maintain accurate records of customer interactions, enquiries and departmental documentation.

• Provide administrative support to the Customer Services team, including assistance with order processing and day-to-day departmental activities.

• Manage customer logistics portals, booking systems and delivery schedules, ensuring information is accurate, up to date and compliant with customer requirements.

• Produce and distribute customer service reports, compiling data from multiple systems to provide meaningful business information.

• Create, maintain and audit customer master data, ensuring records remain accurate and data discrepancies are resolved promptly.

• Support continuous improvement initiatives, process documentation, audits and compliance activities.

• Contribute to the smooth and efficient operation of the Customer Services department while helping to deliver an excellent customer experience.

Skills, competencies, qualifications and personal experience

Essential

• Previous experience in an administrative, customer service or customer support environment.
• Excellent written and verbal communication skills.
• Strong organisational skills with the ability to manage multiple priorities and meet deadlines.
• High attention to detail and commitment to data accuracy.
• Proficient in Microsoft Office applications, particularly Excel, Outlook and Word.
• Strong customer focus with a commitment to delivering excellent service.
• Effective problem-solving skills and the ability to identify practical solutions.
• Ability to work independently and collaboratively within a team environment.
• Proactive, flexible and adaptable approach to work.
• Experience working in a busy, fast-paced environment.

Desirable

• Experience using ERP or business management systems.
• Experience managing customer logistics portals, booking systems or delivery scheduling platforms.
• Knowledge of order processing, supply chain or logistics administration.
• Experience maintaining customer master data and performing data quality checks.
• Experience producing reports and analysing business information.
• A continuous improvement mindset with an interest in enhancing processes and efficiency.

Please note that all job descriptions are for guidance only and can change as and when the needs of the business dictate.

We are the ASSA ABLOY Group
Our people have made us the global leader in access solutions. In return, we open doors for them wherever they go. With nearly 63,000 colleagues in more than 70 different countries, we help billions of people experience a more open world. Our innovations make all sorts of spaces – physical and virtual – safer, more secure, and easier to access. 

As an employer, we value results – not titles, or backgrounds. We empower our people to build their career around their aspirations and our ambitions – supporting them with regular feedback, training, and development opportunities. Our colleagues think broadly about where they can make the most impact, and we encourage them to grow their role locally, regionally, or even internationally.

As we welcome new people on board, it’s important to us to have diverse, inclusive teams, and we value different perspectives and experiences.