Overview
Join to apply for the Customer Service Advisor role at Mitie Cleaning & Hygiene Services.
Part of a team who are the central point of contact for customers and operational colleagues. You will work within Technical Services Customer Operations Helpdesk in a fast paced and challenging environment, providing Facilities Management support and customer service 24/7, 365 days per year. Shift pattern: Nights 7pm–7am, 4 on 4 off.
Responsibilities
* Deliver excellent customer service through various channels of communication, ensuring that business objectives are met in a professional and confident manner.
* Meet specific individual objectives to achieve set Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) in line with contractual obligations.
* Liaise with customers, operational staff and management to resolve queries and issues in a timely manner to assist with the smooth running of the Helpdesk.
* Support, engage and interact with colleagues in a positive and engaging way to make CG&D a great place to work.
* Adhere to policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment.
* Adhere to a flexible working schedule as defined by the Team Leader to meet customer requirements.
* Participate actively in team meetings and contribute ideas to resolve issues and improve ways of working.
Main Duties
* Deal with all customer contacts professionally, take ownership for timely resolution, and support complaint resolution where issues arise.
* Respond to all customer requests within contractual / procedural timescales to meet KPI and SLA targets.
* Accurately record all jobs (raise, assign, progress and complete) in the Helpdesk system and ensure delivery is efficient and effective.
* Adhere to relevant policies, procedures and auditing practices to maintain compliance.
* Understand specific contract obligations to avoid errors in administration of jobs.
* Monitor engineer attendance daily and liaise with engineers and subcontractors to identify potential breaches to job completion.
* Achieve call handling targets and quality standards, providing knowledgeable and confident responses to exceed customer expectations.
* Monitor, action and escalate incidents as appropriate to maintain agreed service levels and keep stakeholders informed through resolution.
* Identify opportunities to improve ways of working to enhance the customer or colleague experience.
* Undertake relevant training as required to maintain knowledge and capability.
* Listen to and communicate with others to break down barriers and resolve conflicts.
What We Are Looking For
* Experience in a customer service environment is preferred.
* Experience in a target-driven or high-pressure service delivery environment is preferred.
* Strong ownership mindset, responsible for personal performance and maintaining a positive attitude.
* Team player who cooperates and shares knowledge; able to work on own initiative.
* Confident user of IT systems, including MS Word, MS Excel and MS PowerPoint; comfortable with numerical reasoning.
* Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time.
* Ability to apply a logical approach to solving problems and remain calm under pressure; effective communicator at all levels.
* Excellent listening and information-gathering skills to accurately capture important details.
* Demonstrable empathy and superb interpersonal skills; able to handle challenging customer queries compassionately.
* Adaptable to change and able to learn from experience.
Benefits & Additional Information
Our market-leading offering provides benefits to suit your lifestyle, including access to a virtual GP, Salary Finance for financial wellbeing, Choices – a flexible lifestyle benefits platform, and discounts via MiDeals. Other benefits include cycle-to-work, life cover, enhanced pension contributions, save-as-you-earn, and the Mitie Matching Share Plan.
We award Mitie Stars as recognition for hard work, with monthly prizes and an annual top prize of up to £10,000. We offer diverse training and development opportunities to support career progression.
We are committed to inclusive recruitment. If you require reasonable adjustments during the recruitment process due to disability or a long-term condition, please email Cory Ambler at cory.ambler@mitie.com.
Location
Salford / Manchester, United Kingdom (various postings).
Seniority level: Entry level | Employment type: Full-time | Job function: Other | Industries: Facilities Services
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