Customer Service Representative
hace 4 días
Wythenshawe
Join Mitie – the future of high performing places. ROLE: Service Delivery Agent LOCATION: Mitie TSOC, Atlas Business Park At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We’re looking for a Service Delivery Agent who will act as the first point of contact for all incoming requests, ensuring smooth workflow and operational delivery across multiple communication channels. Role Responsibilities: • Respond to all incoming calls, emails, and communication channels, supporting workflow and operational delivery., • Manage the flow of requests to ensure continuous, efficient service that meets customer needs., • Ensure timely input and output of all helpdesk data, monitoring performance live against SLAs., • Generate and distribute work requests, work orders, and task documents for service delivery teams., • Maintain and update systems and databases so that all planning and scheduling platforms reflect accurate, current information., • Handle a range of customer interactions, including resolving complaints, explaining service options, and outlining relevant product or benefit features., • Allocate resources effectively, ensuring skillsets are matched appropriately to maximise utilisation and efficiency., • Complete and update quality and safe‑working documents (e.g., quality records, safe‑working permits)., • Provide essential information to internal and external stakeholders—including work orders, technical specifications, maintenance processes, and legal requirements., • Support ongoing operational processes by ensuring documentation, communication, and scheduling activities remain accurate and compliant. Required Qualifications: Applicants must meet the below defined requirements for the role. • Strong organisational and workload‑management skills., • Ability to work under pressure and meet challenging deadlines., • Excellent communication skills across telephone, email, and written channels., • Ability to manage multiple tasks simultaneously with strong attention to detail., • Confidence using internal systems, databases, and scheduling tools (training provided if required)., • Customer‑service skills with the ability to resolve issues professionally and efficiently. What’s in it for you? • 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.