Helpdesk Operator - Planner

Mitie Cleaning & Hygiene Services; Lurgan; On-site; GBP 18,000 - 21,000; Full time

Benefits offered by this job

Overtime opportunities

Online GP services

Share options

Discounts across retailers

Free on-site parking

Job summary

Mitie Cleaning & Hygiene Services is seeking a coordinator to handle emails and calls, manage engineer scheduling up to 30 days ahead, and ensure service levels are met. You will work within a large team to maintain accurate customer records and coordinate with multiple helpdesks.

The role emphasizes data input, follow-through on management instructions, and proactive communication to resolve customer queries, while supporting a dynamic, client-facing environment.

Qualifications

• Emails & Call handling in a fast-paced environment.
• Ability to meet service levels (SLAs).
• Ability to coordinate workload and communicate with multiple teams.

Responsibilities

• Communicating with Fire and Security Engineers / Regional service Managers
• Emails & Call handling
• Over seeing & Scheduling Engineer workload up to 30 days in advance via Cash and IFS
• Meeting Service Levels (SLAs)
• Following management instructions
• Communicating with Multiple Helpdesks to ensure we are delivery customer service & to resolve any customer queries
• Data Inputting
• Working as part of a large team
• Processing and maintaining customer records
• Ensuring all call outs logged have correct information within C4W – ie purchase order, reason code, loaded against correct call type, contact name & number, full descriptions of works required

Skills

Email handling

Phone support

Communication skills

Team collaboration

Tools

C4W

IFS

Cash

Job description

• Overtime opportunities
• A great selection of benefits incl. access to on-line GP services, share options and discounts across thousands of retailers.
• Free on-site parking

Better places, thriving communities.

Shift Pattern:

Monday-Friday, 9am-5pm

Pay Rate:

£13.45 p/h

What is in it for you?

• A competitive salary
• A friendly and supportive team
• Training, career development & progression
• Overtime opportunities
• A great selection of benefits incl. access to on-line GP services, share options and discounts across thousands of retailers.
• Free on-site parking

Job Description

Communicating with Fire and Security Engineers / Regional service Managers

Emails & Call handling

Over seeing & Scheduling Engineer workload up to 30 days in advance via Cash and IFS

Meeting Service Levels (SLAs)

Following management instructions

Communicating with Multiple Helpdesks to ensure we are delivery customer service & to resolve any customer queries

Data Inputting

Working as part of a large team

Processing and maintaining customer records

Ensuring all call outs logged have correct information within C4W – ie purchase order, reason code, loaded against correct call type, contact name & number, full descriptions of works required

Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.

We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.

When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.

Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).

We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .

Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.

Together our diversity makes us stronger.

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