Customer Response & Integrated Planner (FM) – London

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

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