Better places, thriving communities.
ROLE: Service Delivery Agent (Fixed Term Contract – 12 Months)
LOCATION: Birmingham
At Mitie, our people are our greatest strength, and we are committed to creating a workplace where you can thrive. We're looking for a Service Delivery Agent to support the smooth, efficient flow of operational requests in a fast‑paced service environment. As the first point of contact for the Mitie team, you will manage customer enquiries across multiple communication channels while ensuring consistent, high‑quality service delivery.
Role Responsibilities:
1. Act as the first line of contact for incoming calls, emails, and other communication channels, ensuring all customer requests are handled promptly and professionally.
2. Manage and monitor the flow of client requests to maintain an efficient and continuous service.
3. Ensure timely and accurate input and output of all helpdesk‑related data.
4. Live‑monitor performance against SLAs to support consistent and reliable service standards.
5. Work effectively under pressure to meet demanding deadlines while managing multiple tasks.
6. Generate and distribute work requests, work orders, and task documents to inform service delivery teams of requirements.
7. Maintain and update internal systems and databanks so that all planning and scheduling information remains accurate and compliant.
8. Handle customer‑related activity including complaint management, explaining service options, and outlining product or benefit features.
9. Schedule resources efficiently to meet workload demands, ensuring skills and capability are appropriately allocated.
10. Complete and maintain quality and safety documentation (e.g., permits, quality records) to support safe working practices.
11. Provide internal and external stakeholders with relevant scheduling and planning information (e.g., work orders, specifications, maintenance processes) to ensure alignment with business and legal obligations.
Required Qualifications:
Applicants must meet the below defined requirements for the role.
12. Customer service experience within a customer‑facing or office‑based environment.
13. Strong literacy and numeracy skills.
14. Confident user of Microsoft Office and email systems.
15. Excellent written and verbal communication skills.
16. Strong organisational and planning skills, with confidence managing multiple tasks.
17. Ability to maintain confidentiality and respect the needs of all stakeholders.
18. Professional, proactive, and able to follow Mitie policies, processes, and procedures.
What's in it for you?
19. Access to a virtual GP for you and your household.
20. Financial wellbeing support via Salary Finance, including early pay access and competitive loans.
21. Flexible lifestyle benefits through our Choices platform, including extra holidays, insurance, dental care, and tech products.
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 Christian Kalugin at .