24/7 Facilities Helpdesk Coordinator — Multi-Skilled Operations

Mitie Cleaning & Hygiene Services; Greater Manchester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Mitie is seeking a Customer Service Advisor to join the Technical Services Operations Helpdesk in Manchester. The role focuses on delivering facilities management support and exceptional customer service on a 24/7, 365-day basis, acting as the central point of contact for customers and colleagues.

You will respond promptly to requests, resolve issues, and maintain clear communication with engineers and subcontractors while meeting SLAs and KPIs to support smooth operations.

Qualifications

• Previous experience in a customer service environment, preferably within a target-driven or high-pressure service delivery setting.
• Strong organisational skills and the ability to prioritise tasks.
• Proficiency in IT systems, including Microsoft 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 escalation 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

MS Office

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Mitie is seeking a Customer Service Advisor to join the Technical Services Operations Helpdesk in Manchester. The role focuses on delivering facilities management support and exceptional customer service on a 24/7, 365-day basis, acting as the central point of contact for customers and colleagues.

You will respond promptly to requests, resolve issues, and maintain clear communication with engineers and subcontractors while meeting SLAs and KPIs to support smooth operations.