Main duties
· Act as the main point of contact between the Client, Mitie Helpdesk, Service Desk, and external subcontractors to manage work orders efficiently.
· Take full ownership of managing customer relationships across all sites within the designated geographical area of responsibility (currently divided into North, Midlands and South regions). - should be new role
· Collaborate with the Account team to ensure all reactive and planned maintenance tasks are completed within the contractual deadlines and service levels.
· Handle incoming client queries, job updates, and service requests in a timely, professional, and courteous manner.
· Take ownership of multiple shared email inboxes, responding promptly and ensuring all relevant parties are informed.
· Use Mitie's Mozaic system to extract, update, and manage work orders, ensuring that each task is progressing within the agreed SLA.
· Oversee the management of emergency work orders, ensuring swift response and resolution while keeping stakeholders informed. - (CSM's have to get involved more often than not)
· Prepare regular reports on quoted works, tracking approvals, rejections, and client queries for future planning.
· Arrange and coordinate access to client sites for both in-hours and out-of-hours works, ensuring minimal disruption to the client's operations.
· Process and validate certifications for completed PPM work orders in Maximo, ensuring the correct categorization for accurate reporting.
· Maintain and update asset care records, including adding new assets and retiring outdated ones in the Maximo system.
· Assist with coordinating remedial PPM works, ensuring any follow-up actions are logged and executed promptly. should be New Role
· Raise purchase orders for subcontractors and materials, ensuring compliance with company procedures and budgets.
· Conduct customer satisfaction surveys to gather feedback, identifying areas for improvement and reporting trends to the Account Manager.
· Act as a customer service ambassador for Mitie, ensuring high levels of client satisfaction are consistently achieved.
· Take ownership of projects or tasks in your current role, demonstrating leadership and reliability. Show that you can manage tasks independently and ensure successful delivery on time. Should be New role
· Assist with other ad-hoc duties as requested by the Account Manager, ensuring the smooth operation of contractual obligations.
· Provide backup support to other team members as needed during high workload periods or absence. Not enough time
· Attend client meetings to ensure we are building strong relationships with key stakeholders.