Multi Skilled Operations Co-Ordinator

Mitie Cleaning & Hygiene Services; Greater Manchester; On-site; GBP 26,000 - 34,000; Full time

Job summary

Mitie is seeking a Customer Service Advisor to join the Technical Services Operations Helpdesk in Manchester. The role focuses on delivering facilities management support and exceptional customer service on a 24/7, 365-day basis, acting as the central point of contact for customers and colleagues.

You will respond promptly to requests, resolve issues, and maintain clear communication with engineers and subcontractors while meeting SLAs and KPIs to support smooth operations.

Qualifications

• 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.

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 escalation 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

Organisational skills

MS Office

Tools

Microsoft Word

Microsoft Excel

PowerPoint

Job description

Better places, thriving communities.

Better places, thriving communities.

ROLE:

Multi Skilled Operation Co-ordinator

HOURS:

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

LOCATION:

Manchester

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Customer Service Advisor to join our Technical Services Operations Helpdesk team.

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.

The position requires meeting specific Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), ensuring that business objectives are consistently achieved in a professional and confident manner. A core responsibility of the role is responding to customer requests promptly and accurately, addressing enquiries and resolving issues in a timely manner to ensure seamless operations. The Advisor is responsible for handling all customer contacts professionally, taking ownership of each case and ensuring that complaints are addressed appropriately.

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 escalation incidents as required to ensure service levels are maintained.
• Actively seek opportunities for process improvements that enhance both customer and colleague experience.

Required Qualifications

• 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.
• High street discounts from thousands of well-known retailers, gyms and more via our MiDeals platform.
• Life cover of up to four times your salary.
• Enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (with the potential for free shares).

Our market-leading offering 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 lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!

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 of up to four times your salary is available. We also offer enhanced pension contributions, 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 Shradha Singh at [e-mail].

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.

Join our Mitie Team.

Together our diversity makes us stronger.

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