customer relations Birmingham, England
Job description
Position Overview
Location: Mitie, T2 Trinity Park, Bickenhill Lane, Birmingham, West Midlands, England, B37 7ES
Job Type: Permanent, Full Time
Hours: 40 Hours a week
Salary: £20,800 - £ 22,700
Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools, and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there is no limit to what you can achieve if you work for us.
We are committed to developing our staff through a culture of continuous learning and engagement and strive for an environment which demonstrates our commitment to the personal and professional growth of our employees.
Working as a Customer Service Coordinator within Facilities Management as part of a team within central Government & Defence, you will be a central point of contact for customers and operational colleagues in the raising, allocation, and completion of jobs. You will have the opportunity to demonstrate your excellent customer service skills through range a of access channels.
This is an exciting opportunity to join our team to work in our spacious modern offices which are a 5-minute walk from Birmingham International Train Station. Hours of working are Monday to Friday between 7am and 7pm.
Responsibilities
- To resolve queries and complaints, by applying a first call resolution plan to each call.
- To create accurate data records containing all relevant information to enable requests to be resolved to time and standard required.
- To enhance the customers' perception of the Interserve brand by exceeding their expectations and delivering solutions in a customer focused and timely manner.
- To always achieve call handling targets and standards, providing a professional and knowledgeable approach on all calls aiming to exceed customer expectations and contribute to delivery of the contract.
- To accurately record all information necessary to resolve reported service requests, incidents, and complaints, including accurate classification to enable trend analysis.
- To monitor action and escalate incidents as appropriate to achieve agreed service levels and to keep customers informed of status and progress of resolution.
- To develop and maintain a good understanding of the core CAFM(s) application, the facilities management services provided to customers, and all relevant process and procedures.
- To identify and apply opportunities to develop and improve skills, seeking assistance to acquire new skills and maintaining record of own development and call observations.
- To handle and actively resolve any customer issues according to the Customer Complaint process.
- To be prepared to work on any contracts, projects, and initiatives at short notice to support the changing needs of the business.
- Be aware of the business continuity plan for the part of the business you work in.
Person Specification
- Ensures that communication (spoken and written) is actuate and informative.
- Ensures that implications of any recommendations are clearly communicated and understood.
- Understands the customers underlying issues and takes positive action to resolve.
- Uses knowledge and experience and takes actions beyond normal expectation when required.
- Effectively communicates to strengthen Interserve's relationship with the customer and the NSC stakeholders.
- Keeps other team members informed and shares knowledge and expertise.
- Displays a positive attitude to challenges that the team face.
- Actively offer support to team members.
- Actively participates and has a positive attitude in team meetings, always supplying a suggested solution when raising an issue / problem.
- Identifies ways to make improvements for the team.
- Responds positively to and acts on customer feedback.
- Shares experience and seeks advice from team about customer issues.
- Challenges the business to ensure that customer related issues and problems take priority.
- Able to resolve difficult and complex customer issues and complaints.
- Challenges the business to ensure that customer related issues and problems take priority.
- Listens to and talks to others to break down barriers and finds ways to resolve conflict.
- Experience within a customer service call centre environment preferred Inbound and outbound call handing preferred, including working to targets.
- Computer literate, particularly in MS Office and/or service request software Knowledge of FM and associated software packages an advantage.
- Strong communication skills.
- Ability to listen attentively, identifying vital information and capture that data accurately.
- Problem solving and flexibility.
- Reporting to their specified supervisor, the role holder should develop positive relationships with all customers and colleagues.
- To contribute to building an effective and cohesive team by taking ownership for own performance, always maintaining a positive attitude, meeting attendance requirements and being flexible to meet business requirements as the need arises.
- We are looking for someone who remains calm under pressure, commands respect, has the confidence of their colleagues and can communicate effectively at all levels. Continuously pursue high standards, embrace change, recognise improvement opportunities, and learn from experience.
