Job Description

Behaviors:

• Knowledge of relevant procedures
• Level of customer Service
• Team Player
• Health and safety awareness and knowledge
• Communication

The main responsibilities being:

• Advising clients using a full and comprehensive understanding of a range of services including stationery, Print on Demand, incoming/outgoing couriers and mail, rapid response, hardware consumables, bike hire, and bag drop.
• Providing excellent customer service face-to-face, on the telephone and by email / instant messenger.
• Ensuring that all clients are dealt with courteously, professionally and promptly.
• Taking ownership of client queries from start to finish, proactively finding the right solution for them based on their needs.
• Portraying a professional image at all times.
• Managing a busy shared inbox.
• Using our internal tracking interface Pinpoint to capture and review data.
• Using Google Drive as a collaborative team tool.
• Liaising with the Service Solutions Supervisor and actively contributing to the ongoing development and improvement of our service

Additional Information
 

Health and Safety responsibilities:

• Follow Group and company policies and procedures at all times;
• Report any apparent deficiencies in systems of work or equipment provided that may result in failure of service delivery or risk to health and safety or the environment;
• Report any issues or training needs to your Line manager and /or via your divisional incident reporting system;

Information Security:

• Ensure compliance with Mitie's information security procedures in all activities;
• Proactively identify and report security risks to your manager;
• Report actual and suspected security incidents;

Required Knowledge, Skills, and Abilities

Proactive in building knowledge and expertise in the services we provide to our clients. Excellent problem-solving skills. Sensitivity and understanding of the specific needs of our clients, focusing on protecting information at all times. Pride in being professional, approachable and friendly. Passionate about creating an outstanding customer experience for clients and colleagues from all levels within the firm. Experience in handling complaints calmly and effectively, ensuring that client needs are met and seeking referral where appropriate. Excellent standard of communication.