Customer Service Coordinator - Birmingham, United Kingdom - Mitie

Mitie
Mitie
Verified Company
Birmingham, United Kingdom

3 weeks ago

Tom O´Connor

Posted by:

Tom O´Connor

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Description

Company name:

Mitie


Job Title:


Customer Service Co-ordinator

Reporting to (position)
Customer Service Team Leader


Contract / Shifts

Permanent Role / Shifts Monday to Friday between 7am - 7pm

Our values and behaviours
Delivering the exceptional, every day
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Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
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Our promise to our people: a place to work where you can thrive and be your best every day.
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Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
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Our culture - our core values and how we behave:


  • We are one Mitie:we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
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We are built on integrity and trust:integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
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We go the extra mile:whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
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Our diversity makes us stronger:we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
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Our customers' business, is our business:we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.


Job 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.

Part of a team who are the central point of contact for customers and operational colleagues.

  • 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.
  • Support, engage and interact with colleagues in a positive and engaging way making CG&D a great place to work.
  • 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.
  • Actively participates and has a cando attitude in team meetings, always offering suggestions to resolve issues/problems.

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.
  • Respond to all customer requests within specific contractual / procedural timescales in order to meet agreed KPI's and SLA's.
  • 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.
  • Adhere to relevant policies, procedures, approval process and other working practices to maintain compliance for audit purposes.
  • 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.
  • Listens to and talks to others to break down barriers and find ways to resolve conflict.

Person Specification

  • Experience of working preferably within a Customer Service environment.
  • Experience of working preferably within a target driven role, or high pre
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