Helpdesk Administrator job at Peterborough Full Time NEW

Join ICE – Driving Innovation in Cleaning Technology

About Us

With over 50 years of industry expertise, ICE is proud to be the UK’s largest independent provider of cleaning equipment. We support thousands of customer sites nationwide across sectors including retail, healthcare, manufacturing, logistics, and education.

We don’t just supply equipment, we lead the way in innovation. With over a decade of experience in robotic cleaning technology and a strong commitment to sustainability, we help our customers achieve their environmental goals while delivering cutting-edge solutions.

At ICE, people matter. We invest in your growth through hands-on training, career progression opportunities, and support for professional qualifications. As a fast-growing business, we’re looking for driven individuals who are ready to make an impact from day one.

The Role: Helpdesk Administrator

As a Helpdesk Administrator, you’ll play a vital role in delivering outstanding service to our customers and supporting the smooth running of our operations team.

You’ll be the first point of contact for customer enquiries, managing communications efficiently while building strong relationships with key accounts. No two days are the same — from coordinating service support and loan equipment to problem-solving and improving processes, you’ll be at the heart of our customer experience.

This is an excellent opportunity for someone who is highly organised, proactive, and passionate about delivering exceptional customer service.

What You’ll Be Doing

• Acting as the first point of contact for customer enquiries via phone and email
• Managing key customer accounts and maintaining excellent relationships
• Coordinating with internal teams and external stakeholders to provide timely updates
• Monitoring service calls and ensuring issues are resolved quickly and efficiently
• Preparing quotations and estimates for machinery and parts orders
• Organising delivery and collection of machines and loan equipment
• Handling customer concerns professionally and escalating where appropriate
• Producing accurate reports for customers and stakeholders
• Supporting the Parts Manager with sourcing information
• Maintaining accurate records within company systems
• Assisting colleagues and covering workflows during absences
• Contributing ideas for continuous improvement across the department

What We’re Looking For

We’re looking for someone who is customer-focused, adaptable, and eager to make a positive impact.

Essential Skills & Experience:

• Previous experience in a customer support, customer service, or administrative role
• Excellent communication skills with a confident and professional telephone manner
• Strong organisational skills and attention to detail
• Ability to work effectively in a fast-paced environment
• Good working knowledge of Microsoft Office and related systems
• A proactive and positive approach to problem-solving
• GCSEs (or equivalent) including English and Maths

You’ll Also Be:

• A strong team player
• Comfortable managing multiple priorities
• Calm under pressure
• Motivated to learn and develop
• Someone who embraces change and continuous improvement

Benefits & Perks

We believe in rewarding our people and supporting their wellbeing, both in and out of work:

• Reward Gateway Access (exclusive discounts & perks)
• Health Shield cash plan
• Life Assurance
• Private Medical Cover
• Pension scheme
• Employee Assistance Programme
• Long Service Awards
• Holiday Buy Back Scheme
• Generous annual leave entitlement
• Your birthday off

Why Join ICE?

• Be part of a growing, forward-thinking company
• Opportunities for career development and qualifications
• Work with innovative and sustainable technologies
• Supportive, team culture
• A role where your work genuinely makes an impact

Job Type: Full-time

Work Location: In person