Customer Service Advisor - Weekends and Bank

Overview

Job Title:

Customer Service Advisor

Salary: £15,523

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

• Manage customer contacts in a professional and courteous manner, taking ownership of enquiries to ensure effective and timely resolution, including supporting complaint resolution where issues arise.
• Respond to customer requests within contractual and procedural timescales to ensure KPIs and SLAs are consistently met.
• Record all jobs within the Helpdesk system, including raising, assigning, progressing, and completing tasks to ensure services are delivered efficiently.
• Adhere to relevant policies, procedures, approval processes, and working practices to maintain audit compliance; monitor engineer attendance and liaise with engineers/subcontractors to prevent breaches to job completion times.
• Achieve call handling targets and quality standards by providing knowledgeable, confident responses that aim to exceed customer expectations and support contract delivery.
• Monitor, action, and escalate incidents appropriately to maintain service levels, and keep stakeholders informed of progress through to resolution.
• Identify opportunities to improve ways of working to enhance customer and colleague experience; undertake ongoing training as required.

• Experience in a customer service environment, preferably in a target-driven or high-pressure service delivery setting.
• Demonstrates ownership and responsibility for personal performance; maintains a positive and professional attitude.
• Strong team player who is cooperative, supportive, and willing to share knowledge, with the ability to work independently using initiative.
• Confident user of IT systems (including Word, Excel, PowerPoint) with good numerical reasoning skills.
• Well organized, flexible, able to manage multiple demands, and deliver tasks accurately and on time.
• Logical problem-solving, excellent attention to detail, and ability to remain calm under pressure.
• Strong communication skills to interact effectively at all levels, with active listening and information probing to ensure accuracy.
• Empathy and strong interpersonal skills; able to handle challenging customer queries compassionately and professionally.

Our market-leading offering provides benefits that suit your lifestyle, including:

• Virtual GP for you and household members (video or phone).
• Salary Finance scheme offering financial wellbeing support, e.g., access to earned pay before payday for a small fee.
• Choices flexible lifestyle benefits platform with options such as additional holiday, insurance, dental treatment, or technology purchases.
• MiDeals platform offering high street discounts; cycle-to-work scheme.
• Life cover up to four times salary, enhanced pension contributions, save-as-you-earn, and Mitie Matching Share Plan.
• Recognition through Mitie Stars with monthly prizes and a potential annual top prize of £10,000.
• Training and development through a range of resources to support career progression.

We are committed to an inclusive recruitment process. If you have a disability or long-term condition and need reasonable adjustments during the recruitment process, please let us know by emailing us.

Together our diversity makes us stronger.

How to apply:

Apply now or share your experience with others about life at Mitie.