MIES Facilities Management is looking for a proactive, organised, and customer-focused Customer Experience Support Coordinator to join our expanding Customer Experience Team.
This is a key role within the business, acting as the first point of contact for our customers and helping to deliver an outstanding customer journey from enquiry through to ongoing contract support. Working closely with colleagues across the business, you'll be responsible for managing customer communications, coordinating customer visits, supporting Planned Preventative Maintenance (PPM) contract administration, and ensuring every customer interaction reflects the high standards of service MIES is known for.
If you're highly organised, enjoy problem-solving, and thrive in a fast-paced environment, we'd love to hear from you.
Key Responsibilities
Monitor the Customer Support mailbox, ensuring all customer emails are acknowledged and responded to in line with departmental KPIs and Service Level Agreements (SLAs).
Take ownership of customer enquiries, aiming to achieve a "one-touch" resolution wherever possible.
Answer and manage incoming customer telephone calls professionally, ensuring enquiries are resolved promptly or directed to the appropriate department.
Escalate complex customer issues where necessary while maintaining regular communication until resolution.
Coordinate customer visits with internal departments, ensuring all arrangements are completed accurately and customers receive a seamless, professional experience.
Manage contract and renewal enquiries, providing timely updates and liaising with relevant internal teams.
Support and manage Hyper Care customers, delivering enhanced communication and ensuring a high level of customer satisfaction during critical service periods.
Prepare, schedule, and distribute customer documentation, including contract and Planned Preventative Maintenance (PPM) documentation, accurately and within agreed timescales.
Maintain accurate customer records, contracts, and supporting documentation within internal systems.
Support the administration of Planned Preventative Maintenance (PPM) contracts, including renewals and customer communications.
Liaise confidently with customers, suppliers, and colleagues at all levels, building strong and lasting working relationships.
Ident...
Contact Details:
MIES Facilities Management Recruitment Team
