Multi Skilled Operations Co-Ordinator

Mitie Group plc.; Manchester; On-site; GBP 22,000 - 30,000; Full time

Benefits offered by this job

MiDeals discounts

Life cover 4x salary

Enhanced pension contributions

Save-as-you-earn scheme

Mitie Matching Share Plan

Job summary

Mitie Group plc. is seeking a Customer Service Advisor to join the Technical Services Operations Helpdesk in Manchester. The role focuses on delivering facilities management support and outstanding customer service on a 24/7, 365‑day basis.

You will be the central point of contact for customers and colleagues, ensuring effective communication and timely issue resolution. Key duties include logging jobs, meeting SLAs/KPIs, and maintaining high standard service delivery.

Qualifications

• Experience in customer service, preferably in a target‑driven or high‑pressure service delivery setting.
• Strong organisational skills and the ability to prioritise tasks.
• Proficiency in IT systems, including 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 escape 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

Prioritisation

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

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 escape 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).