Customer Service Advisor

Mitie Group plc.; Wythenshawe; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading facilities service provider in Wythenshawe is seeking individuals passionate about delivering exceptional customer service. The role involves managing customer requests, using internal systems effectively, and maintaining professional communication. Ideal candidates will possess strong IT skills and a commitment to teamwork. This position provides an opportunity to excel in a customer-facing role with a focus on quality service.

Qualifications

• Proficient in standard Microsoft Office packages (Word, Excel, Outlook, etc.).
• Polite, professional and courteous telephone manner.
• Capable of working independently and as part of a team.

Responsibilities

• Use internal systems to track jobs and ensure correct logging.
• Liaise with internal departments to manage jobs efficiently.
• Provide exceptional customer service during all interactions.

Skills

IT literacy

Excellent telephone manner

Team player

Strong organisational skills

Attention to detail

Good interpersonal skills

Work well under pressure

Tools

Microsoft Office

Job description

Consistently demonstrates a passion for delivering exceptional customer experience, representing Mitie and acting as the first point of contact for our customers.

Key Responsibilities

• Use internal systems to record, manage and track jobs, raise Service Requests, and ensure each request is correctly logged and routed.
• Maintain a professional yet personable approach to all customer calls to achieve the best possible experience for our clients.
• Show initiative and acquire expert knowledge of customers, their contracts and the services we deliver.
• Advise customers on contract entitlements and progress Service Requests, providing updates on outstanding jobs.
• Actively chase and escalate jobs to the relevant department or manager using own initiative.
• Run regular reports to track job data and support workflow management.
• Effectively liaise with internal departments and sub‑contractors to manage jobs efficiently, keeping customer impact central to decisions.
• Attend and complete any further training directed by the line manager.
• Provide a consistent and exceptional level of service, ensuring all customer interactions are handled professionally and efficiently.

Qualifications

Competently IT literate.

• Proficient in using standard Microsoft Office packages (Word, Excel, Outlook, etc.).
• Excellent telephone manner – polite, professional and courteous at all times.
• Team player capable of confidently interacting with others while also working independently.
• Logical thinker who shows initiative and has strong organisational and administration skills.
• Effective workload management and able to work well under pressure.
• Strong attention to detail and accuracy when performing detailed tasks.
• Great communicator with good interpersonal skills.
• Genuine passion for delivering exceptional customer service.
• Reliable, punctual and enthusiastic with a positive “can do” approach.
• Excellent time keeping.