Customer Service Advisor

Mitie are recruiting for an organised and driven Customer Service professional, to support the Facilities Management and Customer service within the Central Government & Defence (CG&D) Operations Helpdesk at T2 Trinity Park.

Your main duties will include:

-Responding to 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.

-Ensure that engineer attendance is monitored daily by regular liaison with engineers and subcontractors in order to identify potential breaches to job completion.

-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.

Experience of working preferably within a Customer Service environment.

-Experience of working preferably within a target driven role, or high pressure service delivery environment.

-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.

-Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner.