Customer Service Advisor

Mitie Group plc.; Wythenshawe; On-site; GBP 26,000 - 32,000; Full time

Job summary

Mitie Group plc in Manchester is seeking a Multi Skilled Operation Co-ordinator for the Technical Services Operations Helpdesk. The role supports a 24/7, 365-day facilities management service and acts as the central point of contact for customers and colleagues, ensuring smooth communication and effective problem resolution.

The position requires strong organisation, fault resolution skills and proficiency with Word, Excel and PowerPoint.

Qualifications

• Experience in a customer service environment, preferably in target-driven or high-pressure service delivery setting.
• Strong organisational skills and the ability to prioritise tasks.
• Proficiency in IT systems, including Microsoft Word, Excel and PowerPoint.

Responsibilities

• Respond to customer requests promptly and accurately, addressing enquiries and resolving issues in a timely manner.
• Handle all customer contacts professionally, taking ownership of each case and ensuring complaints are addressed appropriately.
• Accurately record and manage jobs within the Helpdesk system.
• Ensure efficient job delivery and service completion.
• Communicate consistently with engineers and subcontractors to monitor attendance and prevent delays in job completion.
• Maintain strict adherence to company policies, procedures and compliance guidelines for audit purposes.
• Prioritise customer satisfaction and achieve call-handling targets and quality standards while aiming to exceed customer expectations.
• Monitor and escalate incidents as required to ensure service levels are maintained.
• Actively seek opportunities for process improvements that enhance both customer and colleague experience.

Skills

Customer service

Communication

Problem solving

Time management

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

ROLE: Multi Skilled Operation Co-ordinator

HOURS: Shift Pattern: 4 on 4 off, 12-hour shifts between 06:00-21:00

LOCATION: Manchester,

The role of the Customer Service Advisor within the Technical Services Operations Helpdesk is a dynamic and challenging position focused on delivering facilities management support and exceptional customer service on a 24/7, 365-day basis. As a key member of the team, the Advisor serves as the central point of contact for both customers and operational colleagues, playing an integral role in ensuring smooth communication and effective problem resolution.

Role Responsibilities:

• Respond to customer requests promptly and accurately, addressing enquiries and resolving issues in a timely manner.
• Handle all customer contacts professionally, taking ownership of each case and ensuring complaints are addressed appropriately.
• Accurately record and manage jobs within the Helpdesk system.
• Ensure efficient job delivery and service completion.
• Communicate consistently with engineers and subcontractors to monitor attendance and prevent delays in job completion.
• Maintain strict adherence to company policies, procedures and compliance guidelines for audit purposes.
• Prioritise customer satisfaction and achieve call-handling targets and quality standards while aiming to exceed customer expectations.
• Monitor and **escalate** incidents as required to ensure service levels are maintained.
• Actively seek opportunities for process improvements that enhance both customer and colleague experience.

Previous experience in a customer service environment, preferably within a target-driven or high-pressure service delivery setting.

• Strong organisational skills and the ability to prioritise tasks.
• Proficiency in IT systems, including Microsoft Word, Excel and PowerPoint.

What's in it for you?

• Opportunity to work within a fast-paced environment while making a meaningful impact on the success of operations.