At a Glance
- Tasks: Provide top-notch customer service and resolve queries with professionalism and empathy.
- Company: Join a leading company that values its people and promotes career growth.
- Benefits: Enjoy flexible benefits, financial assistance, and discounts on lifestyle choices.
- Other info: Opportunities for training and development to help you progress in your career.
- Why this job: Make a real difference in customers' lives while developing your skills in a supportive environment.
- Qualifications: Experience in customer service and strong communication skills are essential.
The predicted salary is between 25000 - 30000 £ per year.
Key Responsibilities
- Handle all customer contacts professionally, taking ownership to ensure timely and effective resolution.
- Respond to customer requests within agreed contractual timescales to meet SLA and KPI targets.
- Accurately log, assign, update, and close jobs within the Helpdesk system.
- Liaise with customers, engineers, subcontractors, and internal teams to ensure smooth service delivery.
- Monitor engineer attendance and job progress, identifying and addressing potential delays or issues.
- Escalate incidents and keep stakeholders informed of progress through to resolution.
- Maintain compliance with policies, procedures, and audit requirements.
- Achieve call handling and quality targets while delivering a high standard of customer service.
- Support complaint resolution, demonstrating empathy and professionalism.
- Contribute to continuous improvement by identifying better ways of working.
- Actively participate in team meetings, sharing ideas and solutions.
- Complete required training to maintain knowledge, compliance, and performance standards.
- Required Qualifications
- Experience within a customer service or helpdesk environment
- Experience working in a target-driven or high-pressure environment
- Good working knowledge of Microsoft Office (Word, Excel, Outlook)
What We're Looking For
- Strong communication and interpersonal skills with the ability to engage across all levels
- Excellent attention to detail and accuracy in data entry and job logging
- Ability to work both independently and as part of a team
- Strong organisational skills with the ability to prioritise and manage multiple tasks
- Calm and professional approach when working under pressure
- Logical problem‑solving skills with a proactive mindset
- Customer‑focused with the ability to handle challenging queries compassionately
- Positive, flexible attitude with a strong sense of ownership and accountability
- Ability to listen actively and capture key information accurately
- Experience within facilities management or a maintenance helpdesk environment
- Familiarity with CAFM or helpdesk systems
- Experience working within a contractual or SLA‑driven service environment
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,!
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.
Equal Employment Opportunity Statement
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 Dan Dyke at .
- Customer Service Advisor • Birmingham, GB
- #J-18808-Ljbffr
Customer Service Advisor in Birmingham employer: Mitie
Mitie is an excellent employer that prioritises employee wellbeing and development, offering a supportive work culture in Belfast. With benefits such as a branded vehicle and access to an Employee Assistance Programme, employees can thrive both personally and professionally while contributing to high service delivery standards across multiple sites. The company fosters growth opportunities, making it an ideal place for those seeking meaningful and rewarding employment in the facilities maintenance sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitie. 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 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 in Birmingham
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:Your cover letter is your chance to shine! Tell us why you want to work at Mitie 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!
How to prepare for a job interview at Mitie
✨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.
