Customer Service Advisor

at  Mitie

PERSON

• Must be committed to excellent customer service.
• Must be able to interact with the services in a dynamic manner
• Must be able to deliver difficult messages in a calm manner.
• Excellent time management skills with the Ability to work under pressure.
• Good communication skills are essential.
• Able to influence, convince or impress others in a way that results in acceptance, agreement or behaviour change.
• Be a team player with a flexible and adaptable approach.
• Must be willing to learn and develop new skills.
• Able to delegate clearly.
• Must be able to analyse and solve problems to make systematic and rational judgements.
• Must be able to project a Professional Business image.
• Able to work in a demanding and busy area.
• Friendly and approachable manner.
• Diplomatic in adverse situations.
• Honest and act with integrity

JOB PURPOSE

Reporting directly into the Customer Service Manager, the post holder will support the successful management of the maintenance, repair and replacement obligations to the Grounds, Windows, Fabric and Pest Control services to the Newcastle Estate PFI project.
The customer service advisor will handle helpdesk calls reporting building faults or requests for information and action via on site engineers using the CAFM system.
The Estate is made up of three sites within 15 miles of Newcastle upon Tyne city centre.
The ideal candidate will live within a reasonable travelling distance from our offices in Longbenton, NE98 1ZZ.

RESPONSIBILITIES

• This role involves shift work covering 0700-1530 or 0800-1700 daily, as required
• Receive and log calls and emails from clients, engineers, sub-contractors and suppliers
• Raise service requests via the CAFM system for reactive and planned maintenance activities
• Ensure all calls and emails are logged and processed efficiently
• Liaise with clients to book the attending engineering resource on site
• Contact sub-contractors and suppliers for updates on works or requesting quotations
• Communicate with clients on estimated work commencement dates, and keep them updated so that they are fully briefed as to when work will be carried out and reasons for changes to planned timescales when appropriate
• Track progress of jobs against pre-determined SLAs including maximum allowable response and rectification times, proactively action works that are approaching breach of agreed service levels and escalate as appropriate
• Maintain an effective working relationship with all members of operations to ensure that there is effective co-ordination of all work instructions