24/7 Facilities Helpdesk Coordinator (4 on / 4 off)

Mitie Group plc.; Manchester; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

MiDeals discounts

Life cover 4x salary

Enhanced pension contributions

Save-as-you-earn scheme

Mitie Matching Share Plan

Job summary

Mitie Group plc. is seeking a Customer Service Advisor to join the Technical Services Operations Helpdesk in Manchester. The role focuses on delivering facilities management support and outstanding customer service on a 24/7, 365‑day basis.

You will be the central point of contact for customers and colleagues, ensuring effective communication and timely issue resolution. Key duties include logging jobs, meeting SLAs/KPIs, and maintaining high standard service delivery.

Qualifications

• Experience in customer service, preferably in a target‑driven or high‑pressure service delivery setting.
• Strong organisational skills and the ability to prioritise tasks.
• Proficiency in IT systems, including Word, Excel and PowerPoint.

Responsibilities

• Respond to customer requests promptly and accurately, addressing enquiries and resolving issues in a timely manner.
• Handle all customer contacts professionally, taking ownership of each case and ensuring complaints are addressed appropriately.
• Accurately record and manage jobs within the Helpdesk system.
• Ensure efficient job delivery and service completion.
• Communicate consistently with engineers and subcontractors to monitor attendance and prevent delays in job completion.
• Maintain strict adherence to company policies, procedures and compliance guidelines for audit purposes.
• Prioritise customer satisfaction and achieve call-handling targets and quality standards while aiming to exceed customer expectations.
• Monitor and escape incidents as required to ensure service levels are maintained.
• Actively seek opportunities for process improvements that enhance both customer and colleague experience.

Skills

Customer service

Organisational skills

Prioritisation

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Mitie Group plc. is seeking a Customer Service Advisor to join the Technical Services Operations Helpdesk in Manchester. The role focuses on delivering facilities management support and outstanding customer service on a 24/7, 365‑day basis.

You will be the central point of contact for customers and colleagues, ensuring effective communication and timely issue resolution. Key duties include logging jobs, meeting SLAs/KPIs, and maintaining high standard service delivery.