Ref:
94595
Location:
Birmingham
Employment:
Full time
Role Classification:
2

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Looking to move roles but not leaving the Mitie family?

Why not share your experience with others about life at Mitie?

Better places, thriving communities.

ROLE: Service Delivery Agent

HOURS: 40 hours per week

LOCATION: Birmingham, West Midlands

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Service Delivery Agent to act as the first line of contact for the Mitie team, supporting workflow and operational delivery by managing calls, emails and other communication channels to meet client needs.

Role Responsibilities

Act as the first point of contact for incoming calls, emails and communications, managing requests efficiently and professionally.
Generate, distribute and manage work requests, work orders and task documentation to support service delivery teams.
Maintain planning, scheduling and help desk systems to ensure accurate, up-to-date data and live monitoring against SLAs.
Schedule resources effectively, ensuring skills are appropriately matched to maximise efficiency and utilisation.
Provide clear and timely information to internal and external stakeholders, supporting compliance with business, contractual and legal requirements.

Required Qualifications

Proven ability to work under pressure and manage challenging workloads while meeting deadlines.
Experience in handling customer queries, including complaints, and clearly explaining options or services.
Strong organisational skills with the ability to manage data accurately across multiple systems.
Effective communication skills, both written and verbal.

What's in it for you?

Access to a virtual GP service for you and your household, offering expert advice by video or phone.
Financial wellbeing support, including Salary Finance, flexible pay options and access to competitive loans.
A flexible lifestyle benefits platform, including the option to buy additional holiday, insurance, dental care and technology products.
Recognition through Mitie Stars, with monthly rewards and an annual top prize of up to £10,000, plus extensive training and development opportunities to support your career progression.

There's a place for you at Mitie — join us today!

#FMM #FMH

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.

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.

Since 1987, Mitie’s 80,000 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.