Customer Response Planner & Scheduler — London Office

Mitie Group; Royal Borough of Greenwich; On-site; GBP 30,000 - 55,000; Full time

Benefits offered by this job

Learning & development

Career progression

Collaborative team

Job summary

Mitie Group is seeking a Customer Response Co-ordinator / Integrated Planner & Scheduler based in London. You will act as the primary contact for customer enquiries, coordinate maintenance tasks, and support service delivery in a fast-paced facilities environment.

The role emphasizes customer excellence, coordinating Planned Preventative Maintenance, reactive works, and CAFM system management to ensure accurate records and KPI/SLA compliance.

Qualifications

• Experience in Helpdesk, Service Desk, or Facilities Management.
• Strong customer service, communication, stakeholder management.
• Experience managing reactive and planned maintenance workflows with KPIs and SLAs.
• Proficient with Microsoft Office, especially Excel, Outlook, Word.
• Experience with CAFM systems such as Maximo, Evolution, Concept or similar.

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

Scheduling

Facilities management

Excel

CAFM systems

Maximo Evolution Concept

Tools

Maximo

Evolution

Concept

Job description

Mitie Group is seeking a Customer Response Co-ordinator / Integrated Planner & Scheduler based in London. You will act as the primary contact for customer enquiries, coordinate maintenance tasks, and support service delivery in a fast-paced facilities environment.

The role emphasizes customer excellence, coordinating Planned Preventative Maintenance, reactive works, and CAFM system management to ensure accurate records and KPI/SLA compliance.