Customer Service Advisor

Mitie; Metropolitan Borough of Solihull; On-site; GBP 27,000; Full time

Job summary

A leading facilities management company is seeking a Customer Service Advisor based in Birmingham. The ideal candidate will manage customer inquiries, ensuring effective problem resolution while meeting service level agreements. Strong customer service skills and the ability to flourish in a dynamic environment are essential. This role requires handling various tasks including job management and communication with team members and subcontractors. Competitive salary and full-time contract offered.

Qualifications

• Experience in a customer service environment, preferably in a target-driven or high-pressure service delivery setting.
• Strong organizational skills, ability to prioritize tasks, and composure under pressure.
• Excellent interpersonal skills with the ability to handle challenging customer queries compassionately and empathetically.

Responsibilities

• Respond to customer requests promptly and accurately; address inquiries and resolve issues.
• Handle all customer contacts professionally; take ownership of each case.
• Record and manage jobs within the Helpdesk system; ensure efficient job delivery.

Skills

Customer service experience

Organizational skills

IT proficiency (MS Word, Excel, PowerPoint)

Interpersonal skills

Attention to detail

Job description

Overview

Customer Service Advisor (84601) – Birmingham

Salary: £26,208 per annum | Contract: Permanent, Full Time | Weekly Contractual Hours: 40 | Shift Pattern: 7am to 7pm

Location: Mitie, T2 Trinity Park, Bickenhill Lane, Birmingham, West Midlands, England, B37 7ES

The role sits within the Central Government & Defence (CG&D) Operations Helpdesk. It is a dynamic facilities management and customer service position operating on a 24/7, 365-day basis. The Advisor serves as the central point of contact for customers and operational colleagues, ensuring clear communication and effective problem resolution while meeting service level agreements (SLAs) and key performance indicators (KPIs).

Responsibilities

• Respond to customer requests promptly and accurately; address inquiries and resolve issues to ensure smooth operations.
• Handle all customer contacts professionally; take ownership of each case and address complaints in accordance with contractual and procedural timescales.
• Record and manage jobs within the Helpdesk system; ensure efficient job delivery.
• Maintain regular communication with subcontractors to monitor attendance and prevent delays in job completion.
• Adhere to company policies, procedures, and compliance guidelines for audit purposes.
• Multitask effectively, prioritise demands, and achieve call handling targets and quality standards; strive to exceed customer expectations.
• Monitor and escalate incidents to maintain service levels; keep relevant stakeholders informed of job statuses.
• Proactively seek opportunities for process improvements to enhance the customer and colleague experience.
• Contribute to teamwork and collaboration; participate in meetings and offer constructive solutions; maintain a proactive attitude toward personal and team performance.
• Adopt a flexible and adaptable approach to respond to customer needs and schedule changes.
• Support the wider CG&D team to achieve collective success.

Qualifications

• Experience in a customer service environment, preferably in a target-driven or high-pressure service delivery setting.
• Strong organizational skills, ability to prioritise tasks, and composure under pressure.
• Proficiency in IT systems (MS Word, Excel, PowerPoint) and numerical reasoning abilities.
• Excellent interpersonal skills with the ability to handle challenging customer queries compassionately and empathetically.
• Ability to embrace and adapt to change; willingness to learn and improve from experience.
• Attention to detail; effective communication across all levels of the organization.
• Commitment to health and safety policies and information security procedures; proactively report risks or concerns to management.

This job description may evolve over time to reflect changes in business needs. Specific tasks and objectives will be agreed with the post holder during employment.