Better places, thriving communities.
Job objectives and responsibilities
1. Build and maintain effective professional customer relationships and communications.
2. Help manage customer service delivery and communications as part of the service department.
3. Communication and liaison with the service team, engineering team, projects team, subcontractors, and equipment suppliers.
4. Updating relevant customer records on system database
5. To ensure that the client is fully updated at all times via relevant portals in relation to where we are with every service job.
6. Costing all jobs efficiently to avoid financial issues.
7. All admin duties completed within timely manner.
8. Respond to any client queries relating to job updates.
9. Adhoc duties assisting with service desk, small works admin as and when required.
Main duties
10. Processing and maintaining customer records.
11. Compliance, ensuring all certificates/documentation from engineers/subcontractors are completed correctly and are legible
12. Costing all jobs completed by engineers/subcontractors from previous days.
13. Ensure the relevant PO's are in place whilst costing dockets and spend levels have not been exceeded
14. Utilising correct SOR's for specified customers
15. Uploading certificates and updates on web portals or via email
16. Checking and ensuring all certificates are to standards that are acceptable.
17. Reading all job notes to ensure the job is fully completed before costing.
18. Updating any asset spreadsheet/documentation where required
19. Obtaining relevant uplifts for purchase orders to avoid any invoice queries.
20. Dealing with any financial queries to avoid invoice queries.
21. Liaising between internal departments to resolve any customer issues.
22. Distributing follow-on calls from engineer's PDA's to relevant teams/schedulers.
23. Update Systems application with customer information, logging calls – ensuring all information is present and correct to assist others in the department.
24. Obtain purchase orders for remedial works carried out.
25. Assist with scheduling team to achieve performance targets and SLA's are met to continue to improve and develop customer objectives
26. Excellent attention to detail
27. Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager.
Carry out any other duties as requested by Management.
Person Specification
28. Excellent customer relationship skills with professional telephone manner
29. Team player who is capable of working autonomously in supporting service team and customer queries
30. Advanced communication and organisational abilities
31. Familiar with Microsoft applications, preferably advanced
32. Commercially astute, used to a contract operating environment with SLA's and KPI's
33. Enthusiasm in a growing and customer focused environment
Passion for exception customer service delivery
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,!
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 .