Customer Service Coordinator

1 week ago

Birmingham, Birmingham, United Kingdom Mitie Full time

Position overview:

Working within Central Government & Defence (CG&D) Operations Helpdesk, in a fast paced and challenging environment providing Facilities Management support and Customer service 24/7, 365 days per year.

Part of a team who are the central point of contact for customers and operational colleagues.

  • Delivering excellent customer service through various channels of communication ensuring that business objectives are met in a professional and confident manner.
  • Meeting specific individual objectives to achieve set Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) in line with contractual obligations.
  • Liaise with customers, operational staff and management to resolve queries and issues in a timely manner to assist with the smooth running of the Helpdesk.
  • Support, engage and interact with colleagues in a positive and engaging way making CG&D a great place to work.
  • Be aware and adhere to our policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment.
  • Adherence to a working schedule as defined by your Team Leader working flexibly in order to meet our customer requirements.
  • Actively participates and has a cando attitude in team meetings, always offering suggestions to resolve issues/problems.

Main duties

  • Dealing with all customer contacts in a professional manner, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise.
  • Respond to all customer requests within specific contractual / procedural timescales in order to meet agreed KPI's and SLA's.
  • Accurately record all jobs (raise, assign, progress and complete) within the Helpdesk system accordingly, ensuring that the jobs are subsequently delivered in the most efficient and effective way.
  • Adhere to relevant policies, procedures, approval process and other working practices to maintain compliance for audit purposes.
  • Appreciate and understand specific contract obligations in order to eliminate potential errors in administration of jobs.
  • Ensure that engineer attendance is monitored daily by regular liaison with engineers and subcontractors in order to identify potential breaches to job completion.
  • Achieve call handling targets and quality standards at all times, providing a knowledgeable and confident response thereby aiming to exceed customer expectations and contribute to the delivery of the contract.
  • Monitor, action and escalate incidents as appropriate to ensure that agreed service levels are maintained, keeping key stakeholders informed of job status through to resolution.
  • Actively seek opportunities to highlight where ways of working can be improved to make for a better customer or colleague experience.
  • Undertake relevant training as and when required, to ensure knowledge and understanding making sure levels of capability are maintained in order to fulfil duties.
  • Listens to and talks to others to break down barriers and find ways to resolve conflict.

Person Specification

  • Experience of working preferably within a Customer Service environment.
  • Experience of working preferably within a target driven role, or high pressure service delivery environment.
  • Keen sense of ownership, taking responsibility for their own performance and maintaining a positive attitude at all times.
  • Strong team player cooperative and willing to assist others by sharing knowledge and expertise
  • Ability to work on own initiative.
  • Confident user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning.
  • Well organised, driven and flexible with the ability to multitask and manage competing demands to deliver tasks on time.
  • Able to remain calm under pressure and can communicate effectively across all levels.
  • Ability to listen attentively and probe accordingly in order to accurately capture important information.
  • Excellent attention to detail
  • Demonstrable ability to show empathy and superb interpersonal skills
  • Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner.
  • Able to embrace and adapt to change and learn from experience.

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