Customer Service Coordinator Birmingham, England
Mitie
Full Time
Birmingham, England
22672 GBP ANNUAL Today
Job description
Contract: Permanent, Full Time
Salary: £22,672
Hours: 40 per week
Location: Mitie, T2 Trinity Park, Bickenhill Lane, Birmingham, West Midlands, England, B37 7ES
Our values and behaviours
Delivering the exceptional, every day
- Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
- Our promise to our people: a place to work where you can thrive and be your best every day.
- Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
- Our culture – our core values and how we behave:
o 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.
o 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.
o 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.
o 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 can-do 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 pressure service delivery environment.
- Keen sense of ownership, taking responsibility for their own performance and maintaining a positive attitude at all times.
- Strong team player – cooperative and willing to assist others by sharing knowledge and expertise
- 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.
- Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time.
- Able to apply a logical approach to solving problems.
- Able to remain calm under pressure and can communicate effectively across all levels.
- 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
- Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner.
- 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;
- Report actual and suspected security incidents;
Note
This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
Mitie
www.mitie.com
London, United Kingdom
Phil Bentley
$2 to $5 billion (USD)
10000+ Employees
Company - Public
Building & Personnel Services
1987
