about 9 hours ago
Job objectives and responsibilities
Manage Reactive Work Order requests through telephone and email
Manage the quote process within agreed SLA's
Comply with Health, Safety and Environmental policies
Achieve the highest standards of quality, service and presentation of the business
Effectively monitor delivery of reactive works and ensure contract KPI's
Foster client relationships and develop a culture of trust and respect
Allocate reactive work orders to appropriate work force planners / supply chain co-ordinators
Manage the relevant CAFM systems appropriately ensuring that sufficient information is captured for analysis
Ensure that complaints are dealt with appropriately
Ensure that labour resourcing is updated at all times that contains all the relevant contact details for their appropriate area
Answer all telephone calls both internally and externally in a professional and timely manner ensuring that all messages are returned appropriately
Manage email requests in a timely manner
Undertake any additional duties or responsibilities that are deemed required by the business in supporting the daily operation of the contract.
Record Engineer/Supervisor Holiday records
Raising of Quotes in the relevant CAFM system
Undertake any additional duties or responsibilities that are deemed required by the business in supporting the daily
Report any jobs outside of SLA that were allocated the previous day as part of the daily team productivity report.,
Follow Group and company policies and procedures at all times;
Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
Use all work equipment and personal PPE properly and in accordance with training received;
Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;
Note This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder's role and/or the needs of the business.
Knowledge of relevant procedures
Level of customer Service
Health and safety awareness and knowledge
At Mitie we know that 'our diversity makes us stronger'. We're committed to creating a diverse and inclusive environment where our people can thrive and be their best every day. We are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. We recognise the unique contributions that you can bring and our people and customers thrive when we get this right.,
Must have previous experience of call centre or call logging systems
Previous experience of customer facing role
Proven communication skills
Must be able to work to tight deadlines
Logical and methodical
Team player - Ability to work alone or as part of a team
IT literate - experience in quality & performance measurement systems
Flexibility / Adaptability
Attention to detail
Delivering the exceptional, every day
Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
Our promise to our people: a place to work where you can thrive and be your best every day.
Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
Our culture - our core values and how we behave: o We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie. o We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie. o We go the extra mile: whether it's keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA. o Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal. o Our customers' business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.