Service Delivery Agent

Better places, thriving communities.

Fixed Term Contract – 12 Months

LOCATION:

Birmingham

At Mitie, our people are our greatest strength, and we are committed to creating a workplace where you can thrive. We're looking for a Service Delivery Agent to support the smooth, efficient flow of operational requests in a fast‑paced service environment. As the first point of contact for the Mitie team, you will manage customer enquiries across multiple communication channels while ensuring consistent, high‑quality service delivery.

• Act as the first line of contact for incoming calls, emails, and other communication channels, ensuring all customer requests are handled promptly and professionally.
• Manage and monitor the flow of client requests to maintain an efficient and continuous service.
• Ensure timely and accurate input and output of all helpdesk‑related data.
• Live‑monitor performance against SLAs to support consistent and reliable service standards.
• Work effectively under pressure to meet demanding deadlines while managing multiple tasks.
• Generate and distribute work requests, work orders, and task documents to inform service delivery teams of requirements.
• Maintain and update internal systems and databanks so that all planning and scheduling information remains accurate and compliant.
• Handle customer‑related activity including complaint management, explaining service options, and outlining product or benefit features.
• Schedule resources efficiently to meet workload demands, ensuring skills and capability are appropriately allocated.
• Complete and maintain quality and safety documentation (e.g., permits, quality records) to support safe working practices.
• Provide internal and external stakeholders with relevant scheduling and planning information (e.g., work orders, specifications, maintenance processes) to ensure alignment with business and legal obligations.

• Customer service experience within a customer‑facing or office‑based environment.
• Strong literacy and numeracy skills.
• Confident user of Microsoft Office and email systems.
• Excellent written and verbal communication skills.
• Strong organisational and planning skills, with confidence managing multiple tasks.
• Ability to maintain confidentiality and respect the needs of all stakeholders.
• Professional, proactive, and able to follow Mitie policies, processes, and procedures.

• Access to a virtual GP for you and your household.
• Financial wellbeing support via Salary Finance, including early pay access and competitive loans.
• Flexible lifestyle benefits through our Choices platform, including extra holidays, insurance, dental care, and tech products.
• High‑street discounts from thousands of retailers, gyms and more through our MiDeals platform.
• Cycle‑to‑work scheme, life cover up to four times your salary, enhanced pension contributions, save‑as‑you‑earn scheme, and Mitie Matching Share Plan.
• Recognition through Mitie Stars with cash prizes and a chance to win a £10,000 top prize.

We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need us to make any reasonable adjustments, please let us know by emailing Christian Kalugin at

Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, serving clients ranging from household names in banking to critical government sites, hospitals and schools.

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