Business Support

at  Mitie

JOB OVERVIEW

We are looking for an experienced Business Support Associate to join our team, providing a high-quality experience to all clients and colleagues.
The role will involve working as an integral part of the team with a view to developing and maintaining strong relationships with our customers and working with the wider business to ensure that these customers always receive the best service.
The Business Support Associate will be responsible for the scheduling duties and will oversee the activity of the national landscape teams and the jobs they are carrying out. Experience in a similar role would be advantageous but is not essential.
As the Support Associate, you will be able to demonstrate a passion for delivering a 5* service and be responsible for the support directly to the Account Management, the Operations Teams and the wider Support Team.
You will be accountable for achieving and maintaining the standardisation of processes and procedures and must be confident in dealing with demanding and sometimes difficult situations. The role requires skills in problem solving and the drive to go over and above providing an exceptional service.
Using our in-house software, manage the delivery of jobs allocated to the service delivery team ensuring contract specifics are adhered to. This will range from using internal national technicians to subcontractors as appropriate, with the aim of ensuring that the job is attended within the specified SLAs.
The role will report to the Business Support Manager and will be responsible for ensuring the services delivered are consistent and reactive issues and customer enquiries are responded to in a prompt and professional manner.

• This position will be contracted to work Monday to Friday during the months of May to September and Monday to Sunday during October to April. The period between Oct - Apr will involve 8-hour shift work across a 24 hour period to ensure we support the winter service arm of our business.
• You may be required to work weekends and over holiday periods due to the seasonality of the role (these will be done on a rota basis)
• To assist Contract Managers to schedule reactive and planned works to required resource, paying attention to response targets and contract specific frequency requirements.
• Provide telephone assistance for Contract Manager’s throughout the day to aid in them carrying out their role while off line, booking ad hoc visits, making changes, locating required information etc.
• Overseeing contract PPM requirements to ensure visits are carried out within time constraints, frequency patterns etc.
• Investigating changes to schedules withContract Manager’s to identify mitigations and reporting changes to Account Managers and Clients daily as required to increase client satisfaction through communication.
• Run daily reports to ensure all visits have been completed and to track visit movement, ensuring frequencies and contract specific requirements will not be breached.
• Run reports for Operational Teams and Management on an ad-hoc, daily, weekly etc basis.
• Identify new reporting opportunities to increase understanding of issues and trends to increase efficiency and productivity.
• To accurately record all job-related information on the appropriate IT systems to ensure transparency and accuracy.
• Arrange third party attendance where required, raising appropriate Purchase Orders and Work Requests and obtaining required completion information.
• Assist Client/Regional Support teams to chase Ops teams/Subcontractors on progress of visits if required.