At a Glance
- Tasks: Be the first point of contact for customers and ensure outstanding service.
- Company: Join MIES Facilities Management, a growing provider of maintenance services.
- Benefits: Earn £25,000, enjoy full training, and benefit from career progression.
- Other info: Enjoy early finishes on Fridays and a friendly team atmosphere.
- Why this job: Make a real impact on customer experiences in a supportive environment.
- Qualifications: Previous customer service experience and strong communication skills required.
The predicted salary is between 25000 - 25000 £ per year.
Location
Calverton, Nottingham (Office-Based – NG14)
Salary
£25,000 per annum
Contract
- Full-Time, Permanent
- Join Our Growing Customer Experience Team
- Customer Experience Support Coordinator
- 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.
- Identify opportunities to improve customer processes and contribute ideas that enhance the overall customer experience.
- Work collaboratively across all departments to ensure customer expectations are consistently met or exceeded.
- Undertake any additional duties or projects as reasonably requested by the Head of Customer Experience.
What We're Looking For
Essential Skills & Experience
- Previous experience in a customer service, customer support, administration, or contract support role.
- Excellent organisational skills with a strong attention to detail.
- Outstanding communication skills, both written and verbal.
- Ability to prioritise workloads and manage multiple tasks effectively.
- A proactive, positive, and customer-focused approach.
- Strong problem-solving skills with the ability to work independently and as part of a team.
- Good IT skills, including Microsoft Office and experience using internal business systems.
- Ability to remain calm and professional when working under pressure.
Desirable
- Experience within Facilities Management or a service-based industry.
- Experience managing contracts or Planned Preventative Maintenance (PPM) schedules.
- Knowledge of CRM or contract management systems.
Experience within Facilities Management is advantageous but not essential, as full training will be provided.
Key Performance Indicators
Success in this role will be measured through
- Responding to customer emails within agreed response times and SLAs.
- Achieving high levels of first-contact ("one-touch") resolution.
- Maintaining excellent customer satisfaction levels.
- Coordinating customer visits accurately with minimal issues or delays.
- Producing accurate customer documentation within agreed timescales.
- Managing contract and renewal enquiries within agreed service levels.
- Maintaining accurate customer records and contract information.
- Contributing positively to continuous improvement initiatives and departmental objectives.
- Supporting the delivery of departmental KPIs and overall Customer Experience performance.
Package & Benefits
- Full training and ongoing professional development.
- Supportive and friendly working environment.
- Long-term career progression within a growing business.
- Early finish every Friday.
- 38-hour working week.
- Office-based role in Calverton, Nottingham
- Working Hours
Monday – Thursday
Standard working hours
Friday
- Finish at
- About MIES Facilities Management
MIES Facilities Management is a growing provider of maintenance and compliance services across the UK.
Our continued success is built on delivering exceptional customer service and living our five core values:
Trust Sustainability Commitment People Excellence
We believe in developing our people, creating opportunities for progression, and building long-term careers within a supportive and collaborative environment.
If you're looking to join a business where your contribution genuinely makes a difference and your career can grow alongside the company, we'd love to hear from you.
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Customer Experience Support Coordinator in Milton Keynes employer: MIES
MIES Facilities Management is an excellent employer, offering a supportive and friendly work environment in Calverton, Nottingham, where employees can thrive and grow their careers. With a focus on professional development, a commitment to exceptional customer service, and a culture that values trust and collaboration, this role as a Customer Experience Support Coordinator provides meaningful opportunities to make a difference while enjoying benefits like an early finish every Friday and a competitive salary.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Experience Support Coordinator in Milton Keynes
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at MIES. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like MIES before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Experience Support Coordinator in Milton Keynes
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to MIES:Your cover letter is your chance to shine! Tell us why you want to work at MIES specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at MIES!
How to prepare for a job interview at MIES
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
