Mitie Cleaning & Hygiene Services
Customer Experience Operator
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Job Title - Customer Experience Operator
Job Summary
We are seeking a proactive and customer-focused Customer Experience Operator to join our Customer Experience Team. This role is responsible for managing customer feedback, concerns, and service-related queries, ensuring every customer interaction is handled professionally, empathetically, and efficiently.
The successful candidate will act as a central point of contact between customers and internal departments, gathering information, coordinating investigations, and providing timely updates to customers throughout their journey. The role plays a vital part in understanding customer experiences and helping drive continuous improvement across the business.
Pay Rate: £13.45 p/h
Shift Pattern: Monday-Friday, 9am-5pm
What is in it for you?
- A friendly and supportive team
- Training, career development & progression
- Overtime opportunities
- A great selection of benefits including access to online GP services, share options and discounts across thousands of retailers.
- Free on-site parking
Main Duties
Customer Experience Management
- Receive and manage customer feedback, concerns, and service-related queries through various communication channels.
- Conduct initial triage of customer concerns to establish the nature of the issue and identify required actions.
- Log all customer interactions and relevant information onto internal systems.
- Ensure customer cases are assigned to the appropriate department for review or investigation.
Customer Communication
- Act as a professional and empathetic point of contact for customers.
- Provide regular updates to customers regarding the progress of their case.
- Handle inbound and outbound calls relating to customer feedback, concerns, and service experiences.
- Respond to emails and correspondence within agreed service levels.
- Manage customer expectations through clear and effective communication.
Internal Stakeholder Coordination
- Liaise with operational teams, service delivery departments, engineers, helpdesk teams, account managers, and management to obtain necessary information.
- Chase outstanding responses and updates to ensure customer cases progress in a timely manner.
- Escalate urgent or high-risk cases where appropriate.
- Maintain strong working relationships across all departments to facilitate effective resolution of customer concerns.
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Reporting & Administration
- Maintain accurate records and documentation on company systems.
- Track open customer cases and ensure timely follow-up actions are completed.
- Produce reports and summaries using Microsoft Excel and other business tools.
- Identify common themes and trends from customer feedback to support service improvement initiatives.
- Support management with customer experience reporting and analysis.
Essential
- Excellent verbal and written communication skills.
- Strong customer service and interpersonal skills.
- Ability to remain professional and calm when dealing with challenging situations.
- Strong organizational and time management skills.
- High level of attention to detail.
- Confident using Microsoft Office, including:
- Excel
- Word
- Outlook
- Ability to learn and navigate multiple business systems.
- Experience maintaining accurate records and updating databases.
Other
Applicants must have a 5-year checkable history. You must successfully pass a PSNI check as per BS5979 and BS7858 screening as per industry standard.
Please note: We do not accept applications from anyone who has been unsuccessful at interview for the same grade role in the past 6 months.
We will consider flexible working requests from day one of employment.
Our market-leading flexible benefits scheme provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household. So you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme. For example, you could access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
When you join us, we’ll give you a link to our flexible benefits platform, Choices. This gives you the chance to customize your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme.
Life cover is the greater of your equivalent annual salary or a minimum of £10,000 - giving peace of mind for your dependants. We also offer a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at.
Since 1987, Mitie’s 84,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, and our clients range from household names in banking, critical government sites as well as hospitals and schools.
Join our Mitie Team.
Together our diversity makes us stronger.
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