Job Overview

Working within the Water business unit, the Customer Service Advisor will help manage the logging of jobs and assignment to the operations department for delivery. Working as part of a team the Customer Service Advisors you will be the first line of support and contact for customers and operational colleagues in the raising of jobs, queries and complaints. The role will take full ownership of each customer request and will look for best solutions. You must understand excellent customer service delivery and the importance of accuracy and customer focus.

Main Duties

The Customer Service Advisor will be the first line of support for all calls to the Water business. Key duties, though not exhaustive, are listed below;

  • Maintain high level of customer service while dealing with calls and emails
  • Ensure that all customer contacts are dealt with in a confident manner, in line with agreed processes, taking ownership to ensure effective resolution.
  • Following procedures to identify the best course of action for the customer and company.
  • Respond to customer requests within specific timescales in order to meet KPIs and SLAs.
  • Deal with telephone queries promptly and in a professional manner.
  • Advise line management of any issues with specific jobs, clients or engineers.
  • Accurately record all actions taken on the required systems to ensure a full audit trail.
  • Record information accurately in the appropriate business systems required.
  • Liaise with customers, operational staff and management to resolve queries and issues. Maintaining contact with customers and staff to update job progress.
  • Work as part of a team ensuring delivery of whole service and positively contributing towards achievement of high levels of service in line with agreed deadlines.
  • Maintain detailed statistical information, providing and updating reports as required.
What we are looking for
Demonstrate a proactive approach to delivering excellent customer service to stakeholders.
Strong team player orientation - cooperative and willing to assist others.
Proficient IT skills including MS Word, MS Excel and MS PowerPoint, and comfortable with numerical reasoning.
Engaging communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences.
Well organised, with the ability to multi-task, prioritise and manage competing demands. Strong multi-tasking capability, project and deadline oriented.
Maintains effective work behaviour in the face of setbacks or pressure - remains calm and in control of themselves.
Excellent attention to detail and accuracy.

Job Location : Birmingham
Company : Mitie
Position : Customer Services Administrator
Sector :
Employment : Full-Time
Post Code :
Contact : Birmingham Mitie Contact Number

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