Customer Service Advisor

Join Mitie - the future of high-performing places.

Location

Mitie TSOC, Atlas Business Park, Pacific House, Wythenshawe, Manchester, M22 5PR

Contract

Temporary to Permanent, Full-time

Hours

40 hours per week, working a rotating shift pattern between 06:00 and 21:00

At Mitie, our people are our greatest strength. We are committed to creating an environment where everyone can thrive, reach their full potential, and be their best every day.

We are looking for a highly personable, empathetic, and driven Customer Service Advisor to join our TSOC team. This is an excellent opportunity for someone passionate about delivering exceptional customer service while supporting a wide range of Facilities Management services, including plumbing, electrical works, telecoms, planned maintenance and reactive repairs.

About the RoleAs a Customer Service Advisor, you will act as a key point of contact for our customers, managing service requests from initial enquiry through to resolution. You will accurately log and track jobs, provide customers with updates and work closely with internal teams and subcontractors to ensure services are delivered efficiently and in line with contractual requirements.

The role combines customer service with administration, requiring excellent attention to detail, strong communication skills and the ability to adapt to a fast-paced and evolving environment.

Key Responsibilities

-Handle customer enquiries professionally, accurately raising and progressing reactive and planned maintenance Service Requests through internal systems while ensuring jobs are correctly logged and routed.

-Advise customers on contractual service entitlements, provide regular updates on outstanding works and consistently deliver a professional, personable and high-quality customer experience.

-Proactively monitor, chase and escalate jobs where required, liaising with internal departments, schedulers and subcontractors to ensure efficient end-to-end service delivery.

-Run and review reports to track job progress and workflow, maintaining accurate records and ensuring customer requirements remain at the heart of decisions.

-Meet required performance and service standards while completing relevant training and adapting to new processes, systems and changing business requirements.

What You'll BringEssential

-Previous customer service experience, either face-to-face, telephone-based or within another service-focused environment.

-Excellent communication and interpersonal skills with an empathetic, professional and customer-focused approach.

-Strong administrative and record-keeping skills with excellent attention to detail.

-Good IT skills, including Microsoft Excel, with the ability to learn and confidently use new in-house systems.

-Ability to work effectively in a fast-paced environment, demonstrating resilience, flexibility and strong organisational skills.

Desirable

-Previous telephone or call-handling experience.

-Experience within a customer service helpdesk, contact centre or service desk environment.

-Previous experience within Facilities Management or maintenance services.

-Experience managing service requests, work orders or similar job-tracking processes.

-Experience working with subcontractors, schedulers or operational service teams.

What We're Looking ForWe're looking for someone who is

-Personable and empathetic, with a genuine passion for providing excellent customer service.

-Proactive and confident taking ownership of customer queries through to resolution.

-Organised and detail-focused, with the ability to manage multiple tasks and priorities.

-Resilient, adaptable and comfortable working within a growing and developing team.

-A collaborative team player who can build effective relationships with customers, colleagues and subcontractors.

What's in It for You?

-The opportunity to join a busy and supportive TSOC customer service team.

-Exposure to a wide variety of Facilities Management services and client contracts.

-Comprehensive training to help you build your knowledge and confidence within the role.

-Access to a broad range of learning and development resources.

-Opportunities to develop your skills and progress your career within Mitie.

There's a place for you at Mitie, join us today!