Customers at the heart of everything we do.
Position Overview:
Working within Central Government & Defence (CG&D) Operations Helpdesk, in a fast-paced and challenging environment, providing Facilities Management support and customer service 24/7, 365 days per year. You will be part of a team serving as the central point of contact for customers and operational colleagues, delivering excellent customer service through various communication channels. Your role involves meeting specific objectives to achieve SLA's and KPI's, liaising with customers and staff to resolve queries, supporting colleagues, and adhering to policies and procedures to ensure a safe, compliant working environment.
Main Duties:
* Dealing professionally with all customer contacts, taking ownership to ensure effective resolution.
* Responding to requests within contractual timescales to meet KPI's and SLA's.
* Accurately recording all jobs in the Helpdesk system and ensuring efficient delivery.
* Monitoring engineer attendance and identifying potential breaches to job completion.
* Achieving call handling targets and quality standards, exceeding customer expectations.
* Escalating incidents and keeping stakeholders informed.
* Participating actively in team meetings and suggesting improvements.
Health and Safety Responsibilities:
* Report deficiencies and use equipment and PPE properly.
* Report issues or training needs to your manager.
Information Security:
* Ensure compliance with security procedures, report risks and incidents.
Person Specification:
* Experience in customer service or target-driven roles.
* Strong ownership, team spirit, and initiative.
* Proficient in MS Office and numerical reasoning.
* Well-organized, flexible, and detail-oriented.
* Effective communicator, able to remain calm under pressure.
* Empathetic with excellent interpersonal skills.
Additional Information:
Company: Mitie Central Government & Defence Helpdesk
Title: Customer Service Advisor
Reporting to: Team Leader
Shifts: Monday to Friday, 7am - 7pm
Values and Culture:
We deliver exceptional service, act with integrity, go the extra mile, and celebrate diversity. Our purpose is to create amazing work environments and help our customers succeed.
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