Mitie Cleaning & Hygiene Services
Customer Service Advisor
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Join Mitie – the future of high-performing places.
Location: Mitie TSOC, Atlas Business Park, Manchester
Contract: Full-time
Hours: Rotating shift pattern:
- Week 1: 07:00 – 15:30
- Week 2: 08:00 – 16:30
- Week 3: 10:30 – 19:00
At Mitie, our people are our greatest strength. We are committed to creating an environment where everyone can thrive, reach their full potential, and be their best every day.
We are looking for a highly personable, empathetic, and driven Customer Service Advisor to join our growing TSOC team. This is an exciting opportunity to become part of a fast-paced and customer-focused environment, supporting a wide range of Facilities Management services including electrical, plumbing, telecoms, maintenance, and other hard and soft services.
About The Role
As a Customer Service Advisor, you will be responsible for handling customer requests and ensuring they are processed within agreed contractual timescales to achieve KPI and SLA targets. Acting as a key point of contact for clients, you will provide a professional and supportive service while building strong customer relationships and contributing to the successful delivery of facilities management services.
Key Responsibilities
- Respond to customer enquiries and service requests within agreed SLA and KPI targets, ensuring a professional and customer-focused experience at all times.
- Accurately record, update, and manage service requests using internal systems, maintaining high levels of accuracy and attention to detail.
- Deliver exceptional customer service through effective communication, problem-solving, and relationship building with both new and existing customers.
- Achieve call handling and quality targets while maintaining compliance with company procedures and contractual requirements.
- Support administrative processes, utilise Microsoft Excel and internal systems, and contribute to the continuous improvement of team performance and service delivery.
What You'll Bring
Essential
- Previous experience in a customer service, administration, or contact centre environment.
- Strong communication and interpersonal skills with a genuine passion for helping people.
- Good IT skills, including Microsoft Office applications, particularly Excel.
- Excellent attention to detail and the ability to maintain accurate records.
- Ability to work in a fast-paced environment while managing multiple priorities.
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Desirable
- Experience within Facilities Management, Helpdesk, or Service Desk operations.
- Experience working to service level agreements (SLAs) and performance targets.
- Experience using customer relationship management (CRM) or work management systems.
- Previous call handling experience.
- Experience in a data-driven or administrative role.
What We're Looking For
We're Looking For Someone Who Is
- Customer-focused, empathetic, and passionate about delivering excellent service.
- Resilient and adaptable within a growing and evolving environment.
- Organised, proactive, and able to manage workload effectively.
- A strong team player with a positive and professional attitude.
- Motivated to learn, develop, and progress their career within Mitie.
What's in It for You?
- Opportunity to join a supportive and growing customer service team.
- Exposure to a diverse range of Facilities Management contracts and services.
- Comprehensive training and development opportunities to support career progression.
- Access to a wide range of learning resources and development pathways.
- The chance to build a rewarding career within one of the UK's leading Facilities Management organisations.
There's a place for you at Mitie — join us today!
Our Benefits
Our market-leading offering 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 lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices!
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 of up to four times your salary is available. We also offer enhanced pension contributions, 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.
Our Commitment to Inclusivity
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 Christian Kalugin at Chris.Kalugin@mitie.com.
About Mitie
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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