Job Overview
Are you ready for a challenge?
Do you thrive on helping people?
Do you have a desire to make a real difference?
if the answer is yes, we want to hear from you....
We are looking for an experienced Support Associate/Business Coordinator to join our team, providing a high-quality experience to all clients and colleagues.
The role will involve working as an integral part of the team with a view to developing and maintaining strong relationships with our customers and working with the wider business to ensure that these customers always receive the best service.
As the Support Associate, you will be able to demonstrate a passion for delivering a 5* service, and be responsible for the support directly to the Account Management, the Operations Teams and the wider Support Team.
You will be accountable for achieving and maintaining the standardisation of processes and procedures, and must be confident in dealing with demanding and sometimes difficult customers. the role requires skills in problem solving and the drive to go over and above providing an exceptional service.
The role will report to the Business Support Manager and will be responsible for ensuring the services delivered are consistent and reactive issues and customer enquiries are responded to in a prompt and professional manner.
Main Duties
1. This position will be contracted to work Monday to Friday during the months of May to September and Monday to Sunday during October to April. The period between Oct - Apr will involve 8 hour shift work across a 24 hour period to ensure we support the winter service arm of our business.
2. To work closely with the client and Operations teams to support managers and supervisors in their dealings with the rest of the Mitie business, specialist services etc
3. To liaise with the clients around contracts/quotes/service delivey and queries
4. To represent the Operations and Key Accounts teams in relation to admin and other issues as necessary
5. Update internal and external databases and accurately record all job related information on the appropriate IT systems (SAFE/Masternaut etc)
6. Assist with visits in the SAFE system and ensure accuracy in their input and closure
7. Create and manage contract reports and supporting contract documentation
8. To provide management information and reporting data
9. Assist in the preparation for client meetings
10. Deal with communications in a professional and prompt manner.
11. Ensure full audit trails are maintained and evidenced where required.
12. To ensure and improve quality of service through close working with operational colleagues
13. Follow Group and company policies and procedures, at all times.
You may be required to work weekends and over holiday periods due to the seasonality of the role (these will be done on a rota basis)
What we are looking for
14. The ideal candidate should have experience working within a service delivery or contact centre, possess strong IT skills, and demonstrate a high level of communication skills with the ability to provide detailed information and advice in a clear and positive manner.
15. They should have the ability to interact and communicate as appropriate with their audience, which will encompass colleagues, technicians, contract and performance managers, and third-party suppliers.
16. The candidate should be able to work effectively under pressure within a busy and diverse environment, show a keen eye for detail and ensure data input accuracy, adhere to process and compliance requirements, work well as part of a team.
17. They should be a self-starter and motivated person, with the ability to invest time in this newly created role to aid its evolution.
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.