about 23 hours ago
Take responsibility and accountability to ensure that customer interactions (enquiries and complaints) are dealt with in a timely and professional manner. Ensuring that the client is kept fully informed of all action taken. Be committed to delivering a service which delights our customers and regularly exceeds their expectations in a multi-channel based environment. Support cultural change programmes that drive our brand values and strategy. Proactively embrace continuous improvement as business as usual.,
Operate systems competently, ensure all calls and client activity is properly logged, updated and closed accurately to ensure excellent service and accurate data management for reporting.
Escalate any outstanding issues or unresolved complaints according to company procedures to ensure permanent resolution within the agreed SLA.
Direct the appropriate resource to client sites to ensure quick and sustainable customer resolution. First call resolution is an absolute priority.
Ensure any new contracts are correctly set up on the system and that any amendments to contract or terminations are accurately inputted in a timely manner.
Ensure that customer invoices are correct. Monitor payment against invoice and support the cash collection process through chasing where appropriate. Management of aged debt.
Ensure applicable Time and Attendance/Logging In systems are proactively monitored, and that issues are resolved in accordance with department policy.
Add value to contracts by selling and quoting for 'additional services periodic work', liaising with other divisions where necessary to ensure standard of service and ensuring that costs are correctly invoiced.
Ensure all financial controls are adhered to. Appropriate escalation of credit notes and web forms, for authorisation by the Customer Operations Manager or Head of Interserve Customer Care.
Order materials as requested by the Customer, Area Managers, Operation Managers or cleaning colleagues (within business rules).
Undertake processing of the payroll each fortnight or monthly ensuring that information relating to time and attendance is correctly input and audited.
Monitor contract spend against budget to ensure that singleton contracts are making profit, as well as ensuring national account spend processes are adhered to.
Deal with calls from cleaners, ensuring prompt resolution of queries, e.g. pay, holidays, grievances etc. Always inform the cleaners of the outcome to their query/request.
Support field based managers with recruitment by coordinating advertisement with the Recruitment department. · Source temporary cleaners for sites during periods of absence and holidays in good time to ensure continuity of service for the client. If possible confirm that the temporary cover cleaner turned into work.
Identify opportunities for new business and 'additions' to daily cleaning services, cost and source appropriate operational resource.
To support excellent customer service through conducting telephone quality checks and organising site based checks where appropriate. Ensuring company and department processes and timelines are adhered to.
Liaise with HR and relevant field-based managers to coordinate resources to resolve HR issues. Ensure HR letters are accurate and issued within department and company procedures. Build relationships with Regional HR, ensure advice is sought in a timely manner.
To ensure that all Company Policies and Procedures are fully implemented, adhered to and communicated.
Knowledge, Skills and Experience
Knowledge/appreciation of what makes good customer service.
Grade C or above in GCSE Maths and English or equivalent.
Basic technical knowledge of cleaning methods and techniques (desirable).
Basic understanding of HR policies and procedures (desirable).
Basic knowledge of payroll procedures (desirable).
Call centre experience (desirable) or experience within a customer service role (preferably a telephone-based service).
Highly service focused with a 'can do' attitude.
The ability to listen, question and interpret information to understand requirements.
The ability to gain resolution through influencing others.
Good organisational/multitasking skills: Able to plan, prioritise and meet deadlines.
IT Skills: Microsoft Word/Excel/PowerPoint/Keyboard.
Excellent verbal communication skills and telephone manner.
Ability to maintain standards when under pressure.
Able to building strong relationships with all key stakeholders.
Have the confidence to make a decision having considered the commercial impact on the business and be able to demonstrate thought process.
Mitie was founded in 1987, Mitie is the UK's leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there's no limit to what you can achieve if you work for us.