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The role of the Customer Service Advisor within the Central Government & Defence (CG&D) Operations Helpdesk is a dynamic and challenging position focused on delivering facilities management support and exceptional customer service on a 24/7, 365-day basis. As a key member of the team, the Advisor serves as the central point of contact for both customers and operational colleagues, playing an integral role in ensuring smooth communication and effective problem resolution. The position requires meeting specific service level agreements (SLAs) and key performance indicators (KPIs), ensuring that business objectives are consistently achieved in a professional and confident manner.
A core responsibility of the role is responding to customer requests promptly and accurately, addressing inquiries and resolving issues in a timely manner to ensure seamless operations. The Advisor is responsible for handling all customer contacts professionally, taking ownership of each case and ensuring that complaints are addressed appropriately. This includes adhering to contractual and procedural timescales, accurately recording and managing jobs within the Helpdesk system, and ensuring efficient job delivery. Additionally, the role requires consistent communication with engineers and subcontractors to monitor attendance and prevent potential delays in job completion. The Advisor must also maintain strict adherence to company policies, procedures, and compliance guidelines for audit purposes.
The position requires a keen ability to multi-task and manage competing demands effectively. Customer satisfaction is prioritized, and the Advisor is expected to achieve call handling targets and quality standards while aiming to exceed customer expectations. The role also involves monitoring and escalating incidents as needed to ensure that service levels are maintained, keeping all relevant stakeholders informed of job statuses. The Advisor is encouraged to actively seek opportunities for process improvements that enhance both the customer and colleague experience.
Teamwork and collaboration are central to the position, as the Advisor must engage with colleagues positively and contribute to making CG&D a great place to work. A flexible and adaptable approach is essential, as the role demands responsiveness to customer needs and schedule changes, in addition to attending team meetings and offering constructive solutions to ongoing challenges. The Advisor is expected to maintain a proactive attitude and take responsibility for their own performance while supporting the wider team's success.
The ideal candidate will have prior experience in a customer service environment, preferably within a target-driven or high-pressure service delivery setting. Strong organizational skills, the ability to prioritize tasks, and the capability to remain calm under pressure are essential. Proficiency in IT systems, including MS Word, Excel, and PowerPoint, along with numerical reasoning abilities, is required. The role also demands excellent interpersonal skills, with the ability to handle challenging customer queries compassionately and empathetically.
Additionally, candidates should be able to embrace and adapt to change, demonstrating a willingness to learn and improve from experience. Attention to detail is crucial, as is the ability to communicate effectively across all levels of the organization. The Advisor must also be committed to health and safety policies and information security procedures, proactively reporting any risks or concerns to management.
This job description outlines the key responsibilities and expectations for the Customer Service Advisor role, though it may evolve over time to reflect changes in business needs. The position offers a unique opportunity to work in a fast-paced environment while making a meaningful impact on the success of the CG&D operations.
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
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 £10,000!
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 Christian Kalugin at Chris.Kalugin@mitie.com.
Since 1987, Mitie’s 76,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
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