Customer Care Administrator

Job Title: Customer Care Administrator

Reports To: Operations Manager

Location: Dublin

Employment Type: Full-time

Salary: €35,000

Founded in Dublin in the 1960s by Noel Caffrey and proudly passed down through generations, the Universal Floral family business has built a strong reputation for transforming workplaces across Ireland and beyond. We work with organisations to create environments that are more productive, welcoming, and sustainable - bringing everyday spaces to life through thoughtful, nature-led design.

As we continue to grow, we’re looking for talented individuals to join our team. You’ll be part of a company that blends decades of experience with fresh thinking, delivering biophilic design solutions ranging from vibrant office planting to striking roof gardens and living walls. If you’re passionate about creating inspiring spaces and want to contribute to a business with deep roots and a forward-looking vision, we’d love to hear from you.

Customer Care Administrator - Role Summary:

The Customer Care Administrator is responsible for providing a professional, responsive and consistent service to Universal Floral clients, acting as a key point of contact for day-to-day queries, service requests and administrative support.

The role supports the smooth delivery of maintenance and installation services by maintaining accurate customer and site information, coordinating requests with the relevant operational teams, and ensuring clients receive clear and timely updates.

The successful candidate will combine strong customer service skills with excellent administration, attention to detail and confident use of CRM and business systems.

Key Responsibilities:

To deliver efficient customer care and accurate administration that supports client satisfaction, service quality and effective communication across the business.

Customer Service and Communication:

- Act as a first point of contact for customer enquiries received by telephone, email and other agreed communication channels.

- Respond to routine queries promptly and professionally, taking ownership through to resolution or ensuring appropriate escalation.

- Keep customers informed on the progress of service requests, planned visits, installations and any changes that may affect delivery.

- Build positive working relationships with clients and represent Universal Floral in a helpful, calm and solutions-focused manner.

- Record customer feedback, compliments and complaints accurately and ensure follow-up actions are completed within agreed timescales.

Service Requests and Complaint Administration:

- Log service requests and complaints accurately, capturing the client, site, issue, priority and required action.

- Coordinate with maintenance, installation, warehouse and scheduling teams to support timely investigation and resolution.

- Escalate urgent, sensitive or recurring issues to the Operations Manager or relevant team lead in line with agreed procedures.

- Monitor open actions and follow up proactively until the customer has received a clear outcome.

- Identify recurring themes and support root-cause reviews by providing accurate records and relevant customer information.

CRM and Data Administration:

- Create and maintain accurate customer, contact, site, contract and service information within the CRM and operational systems.

- Update notes, actions, service requests and outcomes promptly so that records provide a complete and reliable history.

- Process customer changes such as contact details, access instructions, purchase order information and service preferences.

- Carry out regular data checks and correct or escalate missing, inconsistent or duplicated information.

- Handle personal and commercially sensitive information confidentially and in line with GDPR and company policies.

Operational and Scheduling Support:

- Provide administrative support to scheduling and operational teams, including confirming appointments, site access requirements and customer availability.

- Communicate schedule changes or delays to customers clearly and at the earliest opportunity.

- Prepare and issue service-related documentation, reports, confirmations and follow-up correspondence as required.

- Support the onboarding of new customer sites by ensuring key information, contacts and service requirements are complete before service commencement.

- Liaise with Sales, Finance and Operations to ensure customer commitments and non-standard service requirements are clearly documented and understood.

Commercial and Finance Administration:

- Support the processing of customer purchase orders, quotations, credits and other commercial documentation within agreed authority levels.

- Respond to routine invoice or account queries and coordinate with Finance where investigation or correction is required.

- Ensure billing-impacting changes, additional works or service adjustments are recorded and communicated to the appropriate team.

- Maintain accurate supporting records to assist timely and correct invoicing.

Reporting and Continuous Improvement:

- Maintain clear records of enquiry volumes, response times, resolution times, complaint themes and outstanding actions.

- Provide regular updates on open customer issues and highlight risks, delays or recurring service concerns.

- Support customer satisfaction surveys and the collation of feedback and service performance data.

- Suggest practical improvements to customer communications, administrative processes and system use.

Requirements & Experience:

- Previous experience in a customer service, customer care or administrative role, ideally within a service-led or field-based business.

- Strong written and verbal communication skills with a professional and friendly telephone manner.

- Excellent organisation and attention to detail, with the ability to manage competing priorities and follow actions through to completion.

- Confident user of Microsoft Office and CRM, scheduling or business management systems.

- Accurate data-entry and record-management skills.

- Ability to remain calm, courteous and solutions-focused when handling complaints or time-sensitive issues.

- Strong teamwork and stakeholder-management skills, with the ability to coordinate effectively across departments.

- Good judgement, discretion and understanding of confidentiality and data-protection requirements.

- A proactive approach to problem-solving and continuous improvement.

Other organisations may call this role Customer Service Administrator, Customer Support Administrator, Customer Care Assistant, Customer Service Assistant, Customer Support Assistant, Customer Service Advisor, Customer Care Advisor, Customer Support Advisor, Customer Services Co-ordinator, Customer Care Co-ordinator, Service Administrator, or Service Co-ordinator.

So, if you want to join us as a Customer Care Administrator, please apply via the button shown. This vacancy is being advertised by Webrecruit. The services advertised by Webrecruit are those of an Employment Agency.