Customer Response Co-ordinator/Integrated Planners + Schedulers

Mitie Group; Greater London; On-site; GBP 30,000 - 45,000; Full time

Benefits offered by this job

Virtual GP

Salary Finance

Choices lifestyle platform

MiDeals discounts

Cycle-to-work

Life cover

Job summary

Mitie Group is seeking a Customer Response Co-ordinator / Integrated Planner & Scheduler to deliver exceptional customer service, coordinate maintenance activities and support service delivery within a fast-paced Facilities Management environment. This London office-based role runs 7:00 AM to 3:00 PM, Monday to Friday.

You will be the primary point of contact for enquiries, schedule and coordinate PPM and reactive maintenance, manage CAFM systems, monitor work through to completion, and provide

Qualifications

• Experience in a Helpdesk/Service Desk, Facilities Management, Contract Support or Customer Service environment.
• Strong customer service, communication, stakeholder management and organisational skills.
• Experience managing reactive and planned maintenance workflows while working to KPIs and SLAs.
• Proficiency in Microsoft Office applications, especially Excel, Outlook and Word.
• Experience using CAFM systems such as Maximo, Evolution, Concept or similar platforms is desirable.

Responsibilities

• Act as the primary point of contact for customer enquiries, service requests, complaints and operational communications, ensuring an excellent customer experience.
• Schedule and coordinate Planned Preventative Maintenance (PPM), reactive maintenance works, contractor attendance and workforce resources.
• Manage and maintain CAFM systems, ensuring accurate work order processing, asset updates and service records.
• Monitor works through to completion, proactively managing escalations, service risks, KPI performance and SLA compliance.
• Provide contract administration support, including purchase orders, reporting, supplier coordination, invoicing processes and continuous improvement initiatives.

Skills

Customer service

Communication

Organisation

Stakeholder management

KPI/SLAs management

Tools

CAF M systems (Maximo Evolution Concept)

Job description

Better places, thriving communities.

ROLE: Customer Response Co-ordinator / Integrated Planner & Scheduler

HOURS: 7:00 AM - 3:00 PM, Monday to Friday

LOCATION: London Office Based

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Customer Response Co-ordinator / Integrated Planner & Scheduler who will play a key role in delivering exceptional customer service, coordinating maintenance activities, and supporting service delivery within a fast-paced Facilities Management environment.

Role Responsibilities

• Act as the primary point of contact for customer enquiries, service requests, complaints, and operational communications, ensuring an excellent customer experience.
• Schedule and coordinate Planned Preventative Maintenance (PPM), reactive maintenance works, contractor attendance, and workforce resources.
• Manage and maintain CAFM systems, ensuring accurate work order processing, asset updates, and service records.
• Monitor works through to completion, proactively managing escalations, service risks, KPI performance, and SLA compliance.
• Provide contract administration support, including purchase orders, reporting, supplier coordination, invoicing processes, and continuous improvement initiatives.

Required Qualifications

• Previous experience within a Helpdesk, Service Desk, Facilities Management, Contract Support, or Customer Service environment.
• Strong customer service, communication, stakeholder management, and organisational skills.
• Experience managing reactive and planned maintenance workflows while working to KPIs and SLAs.
• Proficiency in Microsoft Office applications, particularly Excel, Outlook, and Word.
• Experience using CAFM systems such as Maximo, Evolution, Concept, or similar platforms is desirable.

What's in it for you?

• Opportunity to join one of the UK's leading Facilities Management providers and contribute to essential service delivery operations.
• Access to Mitie's learning, development, and career progression opportunities.
• Be part of a collaborative team that values innovation, customer excellence, and continuous improvement.

Our market-leading offering provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we'll give you a link to our flexible lifestyle benefits platform, Choices. You might choose to purchase up to five extra days' holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there's a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Together our diversity makes us stronger.

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