Service Delivery Agent

Mitie; Manchester; On-site; GBP 20,000 - 25,000; Full time

Job summary

A facilities management company in Manchester is looking for a Service Delivery Agent to manage customer requests and ensure efficient service delivery. The ideal candidate will have strong communication and time management skills, capable of handling multiple tasks under pressure. Responsibilities include generating work requests, updating systems, and providing information for scheduling. Experience in customer service is preferred, with an emphasis on timely and effective responses to client needs.

Qualifications

• Ability to manage customer requests and deliver timely responses.
• Skilled in using operational software and help desk systems.
• Experience in a customer service or support role is preferred.

Responsibilities

• Generate and distribute work requests and work orders.
• Update and maintain planning and scheduling systems.
• Handle customer complaints and explain product features.
• Efficiently schedule resources to meet work requirements.
• Complete quality and safety documentation as required.
• Provide information to stakeholders for planning purposes.

Skills

Communication skills

Time management

Problem-solving

Job description

Job Overview

As the first line of contact for the Mitie team, you will be answering calls, emails and all communications channels to assist with workflow and operational delivery of client requests and activities.

As a Service Delivery Agent you will be responsible for managing the flow of requests received, to ensure a continuous and efficient service, meeting the needs of customers and making full use of the available information and equipment.

You must ensure timely input and output of all associated help desk data, and live monitoring of performance against SLA's. You should be able to work under pressure in order to meet with challenging deadlines while effectively managing workloads.

Main Duties

Key Responsibilities

• Generate and distribute work requests, work orders and manageable task documents to inform and notify service delivery areas and individuals of output requirements.
• Update systems and databanks such that all planning & scheduling systems are fully maintained & up to date and reflect latest status/baseline data, resources and contract requirements.
• Undertake a range of customer related activity including deal with complaints, explain options and describe product or benefit features.
• Schedule resources effectively and efficiently to meet work requirements, ensure skill sets are allocated appropriately to maximise utilisation and efficiency of activity delivery.
• Complete and update quality & safe working documents (e.g., quality documentation, safe working permits, etc.) and provide information registers as required.
• Provide information to internal & external stakeholders for scheduling & planning purposes and processes (eg. works orders technical specifications, documents, maintenance processes & procedures, etc.) such they are aware of business & legal approaches and obligations.

This job description is intended to give the post holder an appreciation of the role envisaged for the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular interval.