Customer Service Advisor - #191355

Join Mitie – the future of high performing places.

Location: Birmingham

Contract: Full-time (Shift pattern: Monday to Friday between 07:00–19:00)

At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We're looking for a Customer Service Advisor to join our Central Government & Defence (CG&D) Helpdesk team, supporting a fast-paced, 24/7 facilities management operation.

This role is key to delivering exceptional customer service as the central point of contact for customers and operational teams. You will manage queries, coordinate service delivery, and ensure all requests are handled efficiently in line with service level agreements, contributing to a high-performing and collaborative team environment.

Role 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

Desirable:

• 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

What's in it for you?

• Opportunity to work within a dynamic, fast-paced helpdesk environment
• Exposure to Central Government & Defence contracts and operations
• A supportive culture focused on teamwork, performance, and development

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