Customer Service Advisor

Mitie Group plc.; Manchester; On-site; GBP 27,000 - 32,000; Full time

Job summary

Mitie Group plc. is seeking a highly personable Customer Service Advisor in Manchester to join the TSOC team. You will handle inbound client requests related to reactive and planned maintenance, logging tasks for schedulers and maintaining high-quality service levels.

The role includes 42 hours per week, a 4-on 4-off shift pattern, and permanent full-time contract. Strong Excel skills and a detail-oriented mindset are essential to success in this role.

Qualifications

• Highly personable, empathetic and driven Customer Service Advisor sought.
• Call-handling experience desirable but not required.
• Strong focus on delivering high-quality service with a passion for people.
• Ability to build relationships with new and recurring customers.
• Proficiency in Microsoft Excel and adaptability to in-house systems.

Responsibilities

• Record, manage and track jobs in internal systems, raise service requests and route properly.
• Advise customers of their contract entitlement and progress service requests.
• Run regular reports to track job data and workflow management.
• Represent Mitie and act as first point of contact for customers.
• Maintain professional yet personable approach on customer calls.
• Escalate jobs to relevant department as needed.
• Coordinate with internal teams and subcontractors to end-to-end job management.
• Attend training as directed by line manager.
• Provide consistent, exceptional service in all customer interactions.

Skills

Attention to detail

Customer service

Communication

Tools

Microsoft Excel

Job description

• - Contract type: Permanent – Full Time
• - Hours: 42 average over 12 months (4 days on, 4 days off, 12hour shifts from 7AM – 7PM, including weekends)
• - Location: Atlas Business Park, Pacific House, Simonsway, Wythenshawe , Manchester, Greater Manchester, England, M22 5PR

Salary: £29,455
Position: Permanent
Contract Type: Full Time
Hours: 42
Shift Pattern: 4 on 4 off
Location: Mitie TSOC, Pacific House, Simonsway, Atlas Business Park, Wythenshawe , Manchester, Greater Manchester, England, M22 5PR

Main Duties

• - Using our internal systems to record, manage and track jobs. Raising Service Requests, demonstrating strong attention to detail to ensure that each request is correctly logged on the system and routed accurately and appropriately.
• - Advising customers of their contract entitlement and progressing Service Requests accordingly, providing updates to customers on any outstanding jobs.
• - Running regular reports to enable tracking of job data and workflow management.
• - Consistently demonstrates a passion for delivering exceptional customer experiences. Representing Mitie and acting as the first point of contact for our customers.
• - Maintaining a professional yet personable approach to all customer calls to achieve the best possible customer experience for our clients.
• - Uses own initiative to actively chase and escalate jobs to the relevant department/manager.
• - Effectively liaising with various internal departments and sub-contractors to ensure jobs are managed in the most efficient way from end to end. Keeping impact on the customer at the heart of any decisions made.
• - Attending and completing any further training where directed by line manager.
• - Provide a consistent and exceptional level of service, ensuring all customer interactions are dealt with professionally and efficiently.

What we are looking for

• - We are looking for a highly personable, empathetic, and driven Customer Service Advisor to join the Mitie TSOC team.
• - As a Facilities Management company, Mitie has a wealth of clients that we support with their hard/soft services, this may be plumbing, electrical works, telecoms, general maintenance and much more. The Customer Service Advisor team is responsible for answering inbound calls from our clients that have requests for reactive and/or planned preventative maintenance works and raising these as a task for the Scheduler to assign the technicians to.
• - Your position will involve supporting our clients with an understanding and professional approach, building interpersonal connections and relationships with new and reoccurring customers.
• - The ideal candidate is open-minded and focussed on delivering a high-quality service with a passion for people. We are also looking for candidates who can rise to the challenge of an every-growing and developing team with resilience and flexibility.
• - This position also involved administrative tasks and so our team members will have a keen eye for detail, proficiency in the use of Microsoft Excel and adaptability to utilising new in-house systems.
• - Call-handling experience is desired but not required. A good foundation in face-to-face customer service is ideal if coupled with some administrative or record keeping experience