Arc 2ic

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 objectives and responsibilities**

Assisting the Team Manager in managing a designated team, ensuring that duties are carried out to a high standard:

- Follow written and verbal instructions lay down by Mitie management.
- Follow correct procedures escalation processes.
- Being flexible - being able to workdays, nights and weekends, Subject to change sometimes at short notice. due to operational requirements / demands.
- Comply with assignment instructions and workplace risk assessments.
- Communicate appropriately with Clients.
- Act as a role model for Operators and colleagues by conveying a professional focus always.
- Ensuring best practice is observed in the control room to ensure effective and efficient service is achieved.
- Identifying and address training needs and areas for improvement of customer service delivery.
- Perform Operator quality assessments by monitoring and marking calls.
- Provide Operators Coaching and feedback regarding their performance and quality.

**Main Duties**
- Support the Team Manager to achieve exceptional performance and quality standards.
- To understand and comply with policies and procedures.
- To assist your team manager in all aspects of performance in relation to productivity, quality and absence.
- To comply with all Health and Safety policies and procedures.
- To ensure that you approach your duties taking into consideration the principles of Best Value.
- To assist your team manager in overseeing all service sectors within the control room.
- To undertake additional duties in line with management requests as required.
- **Support colleagues in other service areas as required**

**Hourly rate - £10.98**

**42 hours per week**

**Person Specification**
- Trustworthy & Reliable
- Good time keeping
- Self-motivated
- Team player
- Passionate
- Efficient
- Well presented
- Good interpersonal skills and communication skills
- Can work under pressure
- Flexible
- Adaptable to Change
- Work well under pressure and can work toward deadlines