Job Overview

As the first line of contact for the Mitie team, you will be answering calls, emails and all communications channels to assist with workflow and operational delivery of client requests and activities. 

As a Service Delivery Agent you will be responsible for managing the flow of requests received, to ensure a continuous and efficient service, meeting the needs of customers and making full use of the available information and equipment. 

You must ensure timely input and output of all associated help desk data, and live monitoring of performance against SLA's. You should be able to work under pressure in order to meet with challenging deadlines while effectively managing workloads. 

Main Duties

Key Responsibilities

1. Generate and distribute work requests, work orders and manageable task documents to inform and notify service delivery areas and individuals of output requirements.
2. Update systems and databanks such that all planning & scheduling systems are fully maintained & up to date and reflect latest status/baseline data, resources and contract requirements.
3. Undertake a range of customer related activity including deal with complaints, explain options and describe product or benefit features.
4. Schedule resources effectively and efficiently to meet work requirements, ensure skill sets are allocated appropriately to maximise utilisation and efficiency of activity delivery.
5. Complete and update quality & safe working documents (e.g., quality documentation, safe working permits, etc.) and provide information registers as required.
6. Provide information to internal & external stakeholders for scheduling & planning purposes and processes (eg. works orders technical specifications, documents, maintenance processes & procedures, etc.) such they are aware of business & legal approaches and obligations.

Note

1. This job description is intended to give the post holder an appreciation of the role envisaged for the range of duties to be undertaken. It does not attempt to detail every activity. Specific tasks and objectives will be agreed with the post holder at regular intervals.

What we are looking for

At this level, the requirement is to carry out routine scheduling or planning activity, update systems and generate information for use by operatives, engineers and management. The focus of the job is on accuracy – of data input and documentation/data generation and outputs.  A working knowledge or experience of facilties management and statutory compliance requirements is advantageous, however this is not essential.

You'll be a passionate individual, with Customer Service experience to manage phone call and email requests, support employees and log information onto a database. 

You should be capable of delivering high levels of service, always remain professional and ensure Mitie's policies, processes and procedures are followed.

The role requires good numeracy and an attention to detail. The role works independently, understands the priorities & deadlines within the department or area, personally commits to delivery of work to meet agreed delivery times & schedules and prioritises own workload to meet these deadlines