At a Glance
- Tasks: Provide top-notch customer service and support in a fast-paced helpdesk environment.
- Company: Join a leading company dedicated to excellent customer care and teamwork.
- Benefits: Enjoy flexible benefits, financial assistance, and opportunities for career growth.
- Other info: Work nights with a supportive team and access to training resources.
- Why this job: Make a real difference by helping customers and solving their issues every day.
- Qualifications: Customer service experience and a positive, can-do attitude are essential.
The predicted salary is between 30000 - 40000 £ per year.
Position Overview
Working within Technical Services Customer Operations Helpdesk, in a fast paced and challenging environment providing Facilities Management support and Customer service 24/7, 365 days per year.
Working 7pm till 7am 4 on 4 off shift pattern.
Part of a team who are the central point of contact for customers and operational colleagues.
- Delivering excellent customer service through various channels of communication ensuring that business objectives are met in a professional and confident manner.
- Meeting specific individual objectives to achieve set Service Level Agreements (SLA's) and Key Performance Indicators (KPI's) in line with contractual obligations.
- Liaise with customers, operational staff and management to resolve queries and issues in a timely manner to assist with the smooth running of the Helpdesk.
- Support, engage and interact with colleagues in a positive and engaging way making CG&D a great place to work.
- Be aware and adhere to our policies, procedures and working practices by undertaking relevant training to ensure a safe and compliant working environment.
- Adherence to a working schedule as defined by your Team Leader working flexibly in order to meet our customer requirements.
- Actively participates and has a can-do attitude in team meetings, always offering suggestions to resolve issues/problems.
Main duties
- Dealing with all customer contacts in a professional manner, taking ownership to ensure effective and timely resolution and supporting complaint resolution where issues arise.
- Respond to all customer requests within specific contractual / procedural timescales in order to meet agreed KPI's and SLA's.
- Accurately record all jobs (raise, assign, progress and complete) within the Helpdesk system accordingly, ensuring that the jobs are subsequently delivered in the most efficient and effective way.
- Adhere to relevant policies, procedures, approval process and other working practices to maintain compliance for audit purposes.
- Appreciate and understand specific contract obligations in order to eliminate potential errors in administration of jobs.
- Ensure that engineer attendance is monitored daily by regular liaison with engineers and subcontractors in order to identify potential breaches to job completion.
- Achieve call handling targets and quality standards at all times, providing a knowledgeable and confident response thereby aiming to exceed customer expectations and contribute to the delivery of the contract.
- Monitor, action and elevate incidents as appropriate to ensure that agreed service levels are maintained, keeping key stakeholders informed of job status through to resolution.
- Actively seek opportunities to highlight where ways of working can be improved to make for a better customer or colleague experience.
- Undertake relevant training as and when required, to ensure knowledge and understanding making sure levels of capability are maintained in order to fulfil duties.
- Listens to and talks to others to break down barriers and find ways to resolve conflict.
Person Specification
- Experience of working preferably within a Customer Service environment.
- Experience of working preferably within a target driven role, or high pressure service delivery environment.
- Keen sense of ownership, taking responsibility for their own performance and maintaining a positive attitude at all times.
- Strong team player – cooperative and willing to assist others by sharing knowledge and expertise
- Ability to work on own initiative.
- Confident user of IT systems, including proficiency in MS word, MS Excel and MS Powerpoint and comfortable with numerical reasoning.
- Well organised, driven and flexible with the ability to multi-task and manage competing demands to deliver tasks on time.
- Able to apply a logical approach to solving problems.
- Able to remain calm under pressure and can communicate effectively across all levels.
- Ability to listen attentively and probe accordingly in order to accurately capture important information .
- Excellent attention to detail
- Demonstrable ability to show empathy and superb interpersonal skills
- Skillful in dealing with challenging customer queries in a compassionate and sympathetic manner.
- Able to embrace and adapt to change and learn from experience.
Benefits
Our market-leading offering provides you with benefits that suit your lifestyle.
We have a virtual GP on hand for you and members of your household.
So you can get expert advice by video or phone without having to leave your home.
We offer financial wellbeing assistance through our Salary Finance scheme.
For example, you could access 50% of your earned pay before payday for a small fee.
Salary Finance also offers competitive loans.
When you join us, we’ll give you a link to our flexible lifestyle benefits platform, Choices.
You might choose to purchase up to five extra days’ holiday each year.
You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost.
There are many choices!
We give you access to high street discounts from thousands of well-known retailers, gyms and more through our Mi Deals platform.
And we have a cycle-to-work scheme.
Life cover of up to four times your salary is available.
We also offer enhanced pension contributions, a save-as-you-earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie).
We award our employees with Mitie Stars as recognition for their hard work.
There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,000!
Our success is a direct result of the experience and quality of our people.
Progressing your career is therefore a top priority for us.
We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.
Employment Equality
We are committed to ensuring our 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 us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing Cory Ambler at
#J-18808-Ljbffr
Customer Service Advisor Nights in Manchester employer: Mitie Cleaning & Hygiene Services
Mitie Cleaning & Hygiene Services is an excellent employer, offering a supportive work culture that prioritises employee wellbeing and development. Located in Dalkeith, this role as a Licensed Security Officer not only provides competitive benefits such as life cover and dental insurance but also fosters personal and professional growth through various opportunities. Join us to be part of a team that values proactive protection and compliance while enjoying unique perks like discounts through MiDeals.
Contact Details:
Mitie Cleaning & Hygiene Services Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor Nights in Manchester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitie Cleaning & Hygiene Services. 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 Mitie Cleaning & Hygiene Services 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 Service Advisor Nights in Manchester
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 Mitie Cleaning & Hygiene Services:Your cover letter is your chance to shine! Tell us why you want to work at Mitie Cleaning & Hygiene Services 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 Mitie Cleaning & Hygiene Services!
How to prepare for a job interview at Mitie Cleaning & Hygiene Services
✨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.
