Helpdesk Coordinator

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

**Job Overview**:
**You will be responsible for**:

- Making sure that key contracts are run safely and efficiently and to required standard.
- Ensure the cleaning service is delivered within contractual SLA's and KPI's and challenge improvements.
- Maximise profitability and revenue opportunities within the account.
- Ensure client satisfaction is maintained and performance excels expectations.
- Manage and produce Mitie monthly reporting as agreed with contract lead and inspire improvements from the team.
- Ensure stores are serviced as per master contract invoice builder.

**Main Duties**:

- Liaising with the client in reporting of weekly reports.
- Ensure reactive calls are responded to and closed within agreed SLA.
- Update billing with changes in client requirements to maximise revenue.
- Ensure compliance for all Health & Safety reporting and site-based documentation.
- Produce client monthly reports and trending back up around attendance and punctuality
- Be innovate with the monthly reports on adding more value around meaningful data
- Liaise with other service lines in provision of service and execution of ado requests.
- Process and control invoicing and recharge for adhoc and periodic work.
- Roll out national account initiatives.
- Monitor and encourage reporting initiatives and client innovations.
- Liaise with outside providers in creating and developing management information.
- Manage escalated issues to completion engaging with appropriate stakeholders.
- Complete regular client surveys via telephone.
- Manage and review Q-Audit quarterly cleaning audit process to ensure all sites meet target scores.
- Review and track plant maintenance and compliance for client.
- Track budget versus spend and implement corrective actions as required via field-based team.
- Manage own time effectively to complete all given duties within role.

**What we are looking for**

In order to be successful in this role you should have experience within a similar role. You will have good working knowledge of Microsoft packages and PC's, with excellent written and verbal communication. You will also have a positive can-do attitude with the ability to work well under pressure to ensure deadlines and targets are met.