Customer Support Team Member - Part Time 20 hours

Expiring today

Recruiter
Confidential
Location
Solihull
Salary
Competitive
Posted
06 Apr 2021
Closes
14 Apr 2021
Contract Type
Permanent

To deliver an exceptional customer experience for all internal and external customers visiting the corporate facilities ensuring that all activity delivered is of the highest standard.

Service excellence:

?? Responsible for understanding, following and driving company standards (i.e. Standard operating procedures)

?? Responsible for challenging when service excellence delivery falls below SLA / SOP / KPI

?? Informed knowledge of the contractual KPIs & SLAs

Engagement, culture & communication:

?? Responsible for acting and behaving in line with One Code

?? Responsible for attending / participating in monthly team meetings, briefings & internal communications

?? Informed knowledge of all company engagement and communications initiatives

Client relationships:

?? Accountable for positive client perception

?? Informed knowledge of key stakeholders on the account

?? Informed knowledge of the client values and objectives

?? Informed knowledge of contribution towards client retention

Finance & Commercial Awareness:

?? Responsible for completing monthly timesheet or equivalent and following expenses procedures

?? Responsible for caring for any company property provided

?? Informed knowledge of the impact of behaviour on the finances of the contract

?? Informed knowledge of company USP

People & productivity:

?? Responsible for following time off work, grievance, whistle blowing & disciplinary procedures

?? Responsible for owning own development, and ensuring all learning is put into practise

?? Responsible for personal performance including delivery of agreed personal objectives

?? Informed knowledge of HR procedures and expectations outlined in employee handbook

Business development:

?? Informed knowledge of how to raise ideas to grow the contract/expand or enhance service; Informed knowledge of all service offerings;

?? Informed knowledge of Link scheme including how to identify business development opportunities

?? Informed knowledge of all Signature service offerings and other outsourced service lines on site

QHSE and wellbeing:

?? Accountable for reporting any near misses, dangerous occurrences or incidents immediately

?? Responsible for working in a safe manner at all times and in line with any SOP's and QHSE folder

?? Responsible for challenging any behaviours that fall short of expectations and as outlined in the Mitie QHSE policy

?? Informed knowledge of the Mitie Health & Safety values, detailed in the your well-being handbook

Strategy: innovation, change & project management:

?? Informed knowledge of contract innovations and overall contract and business strategy

?? Informed knowledge of upcoming projects and relevant changes to their role

Main duties

?? To ensure all guests receive an excellent welcome and that you consistently deliver great service

?? Ensure consistent, high quality support is supplied to the business consistently

?? To process meeting room requests, for internal & client meetings if and when appropriate and amend as necessary with cancellations or any outstanding information

?? Use computer as an effective communication tool, inputting data as requested into excel and word documents

?? Ability to identify and escalate building maintenance issues/hazard perception

?? Attend training as appropriate/on-line/out of house/self-development

?? To handle any guest complaints and provide a swift solution or escalate as appropriate

?? To ensure you are immaculately dressed in uniform and adhere to Client and Signature grooming standards.

?? To portray a friendly, professional and courteous demeanour at all times, using open and appropriate body language

?? To ensure telephone and email etiquette is professional and adhered to at all times, including the answering and directing of calls via the switchboard and emails using the appropriate greeting and sign off.

?? To be articulate and pre-empt the needs of clients and visitors.

?? To effectively deliver to all guests, Health and Safety and building information as necessary including evacuation procedure upon arrival

?? To communicate effectively with other departments and neighbouring Mitie sites.

?? To communicate professionally with residents of the building (inc. building-wide messages) and the client, providing a 5* level of service at all times

?? To be responsible for the upkeep and cleanliness of your allocated area including any filing and next shift preparation

?? To efficiently report any maintenance, IT or Health and Safety concerns to the relevant department

?? To maintain and actively utilise a portfolio of information to assist with client queries for example, transport, car parking, local amenities, restaurants, hotels etc

?? To actively complete departmental checklists ensuring quality of service and standards pertaining to the presentation and maintenance of meeting rooms and public areas

?? To assist in any other reasonable duties as required by your colleagues, managers or client