Job Title: Customer Service Coordinator 
Salary: £15,523 per annum
Contract Type: Permanent, Part Time 
Hours: 22 hours per week
Shift Pattern: Saturdays, Sundays and All Bank Holidays- 7AM to 7Pm
Location: Mitie, T2 Trinity Park, Bickenhill Lane, Birmingham, West Midlands, England, B37 7ES

We are seeking a dedicated individual to join our Technical Services Customer Operations Helpdesk team, providing 24/7 Facilities Management support and customer service throughout the year, including weekends and bank holidays from 7 AM to 7 PM. As a central point of contact for both customers and operational colleagues, you will deliver exceptional service through various communication channels, ensuring that business objectives are met professionally and confidently. Your responsibilities will include meeting individual objectives to achieve Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), liaising with customers, operational staff, and management to resolve queries promptly, and supporting a positive and engaging work environment. Adherence to company policies, procedures, and training is essential to maintain a safe and compliant working environment. Flexibility in working hours, as defined by your Team Leader, is required to meet customer needs. Active participation in team meetings with a proactive attitude is encouraged, offering suggestions to resolve issues and improve processes.

The main duties of this role involve dealing with all customer contacts in a professional manner, taking ownership to ensure effective and timely resolution, and supporting complaint resolution when issues arise. You will be responsible for responding to all customer requests within specific contractual or procedural timescales to meet agreed Key Performance Indicators (KPIs) and Service Level Agreements (SLAs). All jobs must be accurately recorded—raised, assigned, progressed, and completed—within the Helpdesk system to ensure efficient and effective delivery. The role requires adherence to relevant policies, procedures, approval processes, and other working practices to maintain compliance for audit purposes. It's important to appreciate and understand specific contract obligations to prevent potential errors in job administration. Daily monitoring of engineer attendance through regular communication with engineers and subcontractors is essential to identify and prevent breaches in job completion. You will be expected to achieve call handling targets and maintain high-quality standards, delivering knowledgeable and confident responses to exceed customer expectations and contribute to successful contract delivery. Additionally, you will need to monitor, action, and escalate incidents appropriately to maintain service levels, keeping key stakeholders informed until resolution. The role also involves actively seeking opportunities to improve processes and customer or colleague experiences, participating in relevant training to maintain required capabilities, and communicating effectively to break down barriers and resolve conflicts.