Job Description
Job Overview - Contract type: Permanent – Full Time- Hours: 40 hours per week Monday - Friday 8am - 5pm - Location: Atlas Business Park, Pacific House, Simonsway, Wythenshawe , Manchester, Greater Manchester, England, M22 5PR Main Duties - Using our internal systems to record, manage and track jobs. Raising Service Requests, demonstrating strong attention to detail to ensure that each request is correctly logged on the system and routed accurately and appropriately.- Advising customers of their contract entitlement and progressing Service Requests accordingly, providing updates to customers on any outstanding jobs.- Running regular reports to enable tracking of job data and workflow management.- Consistently demonstrates a passion for delivering exceptional customer experiences. Representing Mitie and acting as the first point of contact for our customers.- Maintaining a professional yet personable approach to all customer calls to achieve the best possible customer experience for our clients.- Uses own initiative to actively chase and escalate jobs to the relevant department/manager.- Effectively liaising with various internal departments and sub-contractors to ensure jobs are managed in the most efficient way from end to end. Keeping impact on the customer at the heart of any decisions made.- Attending and completing any further training where directed by line manager.- Provide a consistent and exceptional level of service, ensuring all customer interactions are dealt with professionally and efficiently. What we are looking for - We are looking for a highly personable, empathetic, and driven Customer Service Advisor to join the Mitie TSOC team. - As a Facilities Management company, Mitie has a wealth of clients that we support with their hard/soft services, this may be plumbing, electrical works, telecoms, general maintenance and much more. The Customer Service Advisor team is responsible for answering inbound calls from our clients that have requests for reactive and/or planned preventative maintenance works and raising these as a task for the Scheduler to assign the technicians to. - Your position will involve supporting our clients with an understanding and professional approach, building interpersonal connections and relationships with new and reoccurring customers. - The ideal candidate is open-minded and focussed on delivering a high-quality service with a passion for people. We are also looking for candidates who can rise to the challenge of an every-growing and developing team with resilience and flexibility. - This position also involved administrative tasks and so our team members will have a keen eye for detail, proficiency in the use of Microsoft Excel and adaptability to utilising new in-house systems. - Call-handling experience is desired but not required. A good foundation in face-to-face customer service is ideal if coupled with some administrative or record keeping experience 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.