Customer Service Advisor - Weekends and Bank

Job Title:

Customer Service Advisor
Salary: £15,
Position Type:
Permanent
Type of Employment:
Part Time

Hours:

22 hours per week
Shift Pattern: 7am - 7pm All Weekends and Bank Holidays

Location:

Mitie, T2 Trinity Park, Bickenhill Lane, Birmingham, West Midlands, England, B37 7ES

As part of the team, the post holder will act as the central point of contact for both customers and operational colleagues, delivering excellent customer service across multiple communication channels while ensuring business objectives are met in a professional and confident manner.

The role requires meeting specific individual objectives in order to achieve agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in line with contractual obligations. The post holder will liaise closely with customers, operational staff, and management to resolve queries and issues promptly, supporting the smooth and efficient running of the Helpdesk. A strong emphasis is placed on supporting and engaging with colleagues in a positive and collaborative way, contributing to a productive and inclusive working environment.

The successful candidate will be expected to adhere to company policies, procedures, and working practices at all times by undertaking relevant training to ensure a safe, compliant, and effective working environment. Flexibility is required to work in line with schedules defined by the Team Leader in order to meet customer requirements. Active participation in team meetings is expected, with a proactive and can-do attitude, offering constructive suggestions to help resolve issues and improve service delivery.

The post holder will deal with all customer contacts in a professional and courteous manner, taking full ownership of enquiries to ensure effective and timely resolution, including supporting complaint resolution where issues arise. Customer requests must be responded to within specific contractual and procedural timescales to ensure agreed KPIs and SLAs are consistently met. All jobs must be accurately recorded within the Helpdesk system, including raising, assigning, progressing, and completing tasks, to ensure services are delivered in the most efficient and effective way.

The role requires strict adherence to relevant policies, procedures, approval processes, and working practices to maintain compliance for audit purposes. A clear understanding of individual contract obligations is essential in order to eliminate potential administrative errors. Engineer attendance must be monitored daily through regular liaison with engineers and subcontractors to identify and prevent potential breaches to job completion times. The post holder will be responsible for achieving call handling targets and quality standards at all times by providing knowledgeable, confident responses that aim to exceed customer expectations and support contract delivery.

Incidents must be monitored, actioned, and escalated appropriately to ensure service levels are maintained, with key stakeholders kept informed of job progress through to resolution. The role also involves actively identifying opportunities to improve ways of working to enhance both customer and colleague experience. Ongoing training must be undertaken as required to maintain knowledge, capability, and performance standards. Effective communication is essential, with the ability to listen, engage, and work collaboratively to resolve conflict and remove barriers to successful outcomes.

The ideal candidate will have experience working in a customer service environment, preferably within a target-driven or high-pressure service delivery setting. They will demonstrate a strong sense of ownership and responsibility for their own performance, maintaining a positive and professional attitude at all times. The role requires a strong team player who is cooperative, supportive, and willing to share knowledge and expertise, while also being able to work independently using their own initiative.

The post holder must be a confident user of IT systems, including Microsoft Word, Excel, and PowerPoint, with good numerical reasoning skills. They should be well organised, flexible, and capable of managing multiple competing demands while delivering tasks accurately and on time. A logical approach to problem-solving, excellent attention to detail, and the ability to remain calm under pressure are essential.

Strong communication skills are required to interact effectively at all levels, alongside the ability to listen attentively and probe for information to ensure accuracy.

The successful candidate will demonstrate empathy, strong interpersonal skills, and the ability to handle challenging customer queries in a compassionate and professional manner. They must be adaptable, open to change, and committed to learning from experience in order to continuously improve their performance and contribution to the team.

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