Scheduler - Birmingham, United Kingdom - Mitie
Description
Remedial CoordinatorJob objectives and responsibilities
Position overview:
Working within Central Government & Defence (CG&D) Operations Helpdesk, in a fast paced and challenging environment providing Facilities Management support and Customer service 24/7, 365 days per year.
Delivering excellent customer service through various channels of communication ensuring that business objectives are met in a professional and confident manner.
Meeting 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.
Be aware and adhere to our policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment.
Adherence to a working schedule as defined by your Team Leader working flexibly in order to meet our customer requirements.
Main duties
Dealing with all customer contacts in a professional manner, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise.
Accurately record all jobs (raise, assign, progress and complete) within the Helpdesk system accordingly, ensuring that the jobs are subsequently delivered in the most efficient and effective way.
Appreciate and understand specific contract obligations in order to eliminate potential errors in administration of jobs.
Ensure that engineer attendance is monitored daily by regular liaison with engineers and subcontractors in order to identify potential breaches to job completion.
Achieve call handling targets and quality standards at all times, providing a knowledgeable and confident response thereby aiming to exceed customer expectations and contribute to the delivery of the contract.
Monitor, action and escalate incidents as appropriate to ensure that agreed service levels are maintained, keeping key stakeholders informed of job status through to resolution.
Actively seek opportunities to highlight where ways of working can be improved to make for a better customer or colleague experience.
Undertake relevant training as and when required, to ensure knowledge and understanding making sure levels of capability are maintained in order to fulfil duties.
Person Specification
Experience of working preferably within a Customer Service environment, within a target driven role, or high pressure service delivery environment.
Strong team player - cooperative and willing to assist others by sharing knowledge and expertise but possess the ability to work on own initiative.
Confident user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning.
Ability to listen attentively and probe accordingly in order to accurately capture important information; excellent attention to detail.
Demonstrable ability to show empathy and superb interpersonal skills
Able to embrace and adapt to change and learn from experience.
Health and Safety responsibilities
Follow Group and company policies and procedures at all times;
Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
Use all work equipment and personal PPE properly and in accordance with training received;
Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Information Security
Ensure compliance with Mitie's information security procedures in all activities, proactively identify and report security risks to your manager and report actual and suspected security incidents;
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