Ref 108226

Location Remote working role with occasional office visits

Shift Pattern Monday to Friday 9am - 5pm

Salary £30K

Job objectives and responsibilities

• Build and maintain strong professional relationships with customers, acting as the primary point of contact for Fire systems enquiries for a major UK retailer who are working in partnership with Mitie.
• Manage all incoming calls and customer communications professionally and efficiently.
• Support the service department by coordinating customer service delivery and maintaining clear, consistent communication.
• Collaborate with service, engineering, projects, subcontractors, and suppliers to ensure smooth operational flow.
• Maintain accurate and up‑to‑date customer records within the system database.
• Managing work orders, uploading estimates and costing of reactive and planned works.
• Work closely with the helpdesk team to keep customers informed on job progress and updates.
• Complete all administrative duties within agreed timescales.
• Respond promptly to customer queries regarding job status or updates.

Provide ad‑hoc support to the service desk and small works administration team as required.

Main duties

• Manage and process all customer enquiries and communications promptly and professionally.
• Handle all incoming calls, ensuring a consistently high standard of customer service.
• Ensure full compliance by verifying that all engineer and subcontractor certificates and documentation are accurate, complete, and legible.
• Cost completed jobs from engineers and subcontractors, ensuring all spend aligns with approved levels and that correct SORs are applied.
• Confirm appropriate purchase orders are in place when costing work and monitor spend to prevent exceedances.
• Liaise effectively with internal departments to resolve customer issues and maintain seamless service delivery.
• Chase outstanding subcontractor paperwork to support timely and accurate invoicing.
• Maintain accurate customer information and call logs within the relevant systems to ensure departmental visibility and continuity.
• Raise purchase orders for reactive and planned works where required and track delivery updates to support efficient scheduling.
• Raising estimates based on information supplied and managing process through workflow on CRM system
• Carry out procurement duties, by ordering supplies for work order completion
• Adhere to all procedures outlined within the BMS.
• Support the scheduling team with achieving performance targets and meeting SLAs to drive continuous improvement across service teams.
• Manage parts ordering in accordance with contractual specifications.
• Handle customer complaints professionally, documenting actions taken and escalating appropriately to Management.
• Undertake any additional duties as requested by Management.

Person Specification

• Remote working role.
• Strong customer‑relationship skills with a professional and confident telephone manner.
• Effective team player able to work independently while supporting service teams and resolving customer queries.
• Excellent communication, organisational, and time‑management skills.
• Proficient in Microsoft applications; advanced skills preferred.
• Commercially aware and experienced in environments governed by SLAs and KPIs.
• Enthusiastic, proactive, and committed to delivering exceptional customer service.
• Able to take ownership of issues, prioritise effectively, and collaborate with engineering teams to achieve resolutions.
• Familiarity with the CASH operating system or similar work‑order platforms is desirable.
• Familiarity with Verisae operating system for costing and producing estimates is desirable 

Health and Safety responsibilities
•    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;

 Information Security
•    Ensure compliance with Mitie's information security procedures in all activities;
•    Proactively identify and report security risks to your manager;
•    Report actual and suspected security incidents;