Customer Service Advisor - All Weekends and Bank Holidays in Birmingham

Salary: £15,523 per annum.

Position Type: Permanent, Part‑Time – 22 hours per week (Shift Pattern: 7 am – 7 pm all weekends and bank holidays).

Location: Mitie, T2 Trinity Park, Bickenhill Lane, Birmingham, West Midlands, England, B37 7ES.

Responsibilities

• Act as the central point of contact for customers and operational colleagues via multiple communication channels.
• Meet Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) in line with contractual obligations.
• Resolve queries and issues promptly and support the smooth operation of the Helpdesk.
• Handle complaint resolution and respond to customer requests within the required contractual timescales.
• Accurately record all activities in the Helpdesk system, including raising, assigning, progressing, and completing tasks.
• Ensure strict adherence to policies, procedures, approval processes and audit requirements.
• Monitor engineer attendance and identify potential breaches of job completion times.
• Meet call handling targets and quality standards by providing knowledgeable, confident responses.
• Monitor, action, and appropriately escalate incidents to maintain service levels.
• Identify opportunities to improve working practices and enhance customer and colleague experience.
• Participate in ongoing training to maintain knowledge, capability, and performance standards.
• Communicate effectively with all stakeholders, listening, engaging, resolving conflict and removing barriers to successful outcomes.

Qualifications & Experience

• Experience in a customer service environment, preferably in a target‑driven or high‑pressure setting.
• Strong sense of ownership and responsibility for performance, maintaining a positive and professional attitude at all times.
• Team player who is cooperative, supportive, and willing to share knowledge and expertise.
• Ability to work independently using own initiative.
• Confident user of IT systems, including Microsoft Word, Excel, and PowerPoint, with strong numerical reasoning skills.
• Well‑organised, flexible, and capable of managing multiple competing demands while delivering tasks accurately and on time.
• Strong communication skills, able to listen attentively and probe for information to ensure accuracy.
• Demonstrates empathy, strong interpersonal skills, and the ability to handle challenging customer queries in a compassionate and professional manner.
• Adaptable, open to change, and committed to learning from experience to continuously improve performance and contribution to the team.

Benefits

• Virtual GP access and financial wellbeing assistance through the Salary Finance scheme.
• Flexible lifestyle benefits platform, including up to five extra days’ holiday each year, critical illness insurance, dental treatment and affordable technology products.
• High‑street discounts via the MiDeals platform, a cycle‑to‑work scheme, life cover of up to four times salary and enhanced pension contributions.
• Save‑as‑you‑earn scheme and Mitie Matching Share Plan.
• Mitie Stars recognition with monthly cash prizes and yearly prizes up to £10,000.
• Diverse training and development opportunities.

EEO Statement

We are committed to ensuring the recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need reasonable adjustments during the recruitment process, please let us know by emailing at __.