Business Support Associate
| Posting date: | 09 April 2024 |
|---|---|
| Hours: | Full time |
| Closing date: | 09 May 2024 |
| Location: | NG8 4GP |
| Company: | Mitie |
| Job type: | Permanent |
| Job reference: | 51145 |
Summary
Job OverviewAre you ready for a challenge?
Do you have a desire to make a real difference?
if the answer is yes, we want to hear from you....
We are looking for an experienced Support Associate/Business Coordinator to join our team, providing a high-quality experience to all clients and colleagues.
The role will involve working as an integral part of the team with a view to developing and maintaining strong relationships with our customers and working with the wider business to ensure that these customers always receive the best service.
As the Support Associate, you will be able to demonstrate a passion for delivering a 5* service, and be responsible for the support directly to the Account Management, the Operations Teams and the wider Support Team.
You will be accountable for achieving and maintaining the standardisation of processes and procedures , and must be confident in dealing with demanding and sometimes difficult customers. the role requires skills in problem solving and the drive to go over and above providing an exceptional service.
The role will report to the Business Support Manager and will be responsible for ensuring the services delivered are consistent and reactive issues and customer enquiries are responded to in a prompt and professional manner.
Main Duties
-This position will be contracted to work Monday to Friday during the months of May to September and Monday to Sunday during October to April. The period between Oct - Apr will involve 8 hour shift work across a 24 hour period to ensure we support the winter service arm of our business.
-To work closely with the client and Operations teams to support managers and supervisors in their dealings with the rest of the Mitie business, specialist services etc
-To liaise with the clients around contracts/quotes/service delivery and queries
-To represent the Operations and Key Accounts teams in relation to admin and other issues as necessary
-Update internal and external databases and accurately record all job related information on the appropriate IT systems (SAFE/Masternaut etc)
-Assist with visits in the SAFE system and ensure accuracy in their input and closure
-Create and manage contract reports and supporting contract documentation
-To provide management information and reporting data
-Assist in the preparation for client meetings
-Deal with communications in a professional and prompt manner.
-Ensure full audit trails are maintained and evidenced where required.
-To ensure and improve quality of service through close working with operational colleagues
-Follow Group and company policies and procedures, at all times.
You may be required to work weekends and over holiday periods due to the seasonality of the role (these will be done on a rota basis)
What we are looking for
-The ideal candidate should have experience working within a service delivery or contact centre, possess strong IT skills, and demonstrate a high level of communication skills with the ability to provide detailed information and advice in a clear and positive manner.
-They should have the ability to interact and communicate as appropriate with their audience, which will encompass colleagues, technicians, contract and performance managers, and third-party suppliers.
-The candidate should be able to work effectively under pressure within a busy and diverse environment, show a keen eye for detail and ensure data input accuracy, adhere to process and compliance requirements, work well as part of a team.
-They should be a self-starter and motivated person, with the ability to invest time in this role to aid its evolution.
Do you have a desire to make a real difference?
if the answer is yes, we want to hear from you....
We are looking for an experienced Support Associate/Business Coordinator to join our team, providing a high-quality experience to all clients and colleagues.
The role will involve working as an integral part of the team with a view to developing and maintaining strong relationships with our customers and working with the wider business to ensure that these customers always receive the best service.
As the Support Associate, you will be able to demonstrate a passion for delivering a 5* service, and be responsible for the support directly to the Account Management, the Operations Teams and the wider Support Team.
You will be accountable for achieving and maintaining the standardisation of processes and procedures , and must be confident in dealing with demanding and sometimes difficult customers. the role requires skills in problem solving and the drive to go over and above providing an exceptional service.
The role will report to the Business Support Manager and will be responsible for ensuring the services delivered are consistent and reactive issues and customer enquiries are responded to in a prompt and professional manner.
Main Duties
-This position will be contracted to work Monday to Friday during the months of May to September and Monday to Sunday during October to April. The period between Oct - Apr will involve 8 hour shift work across a 24 hour period to ensure we support the winter service arm of our business.
-To work closely with the client and Operations teams to support managers and supervisors in their dealings with the rest of the Mitie business, specialist services etc
-To liaise with the clients around contracts/quotes/service delivery and queries
-To represent the Operations and Key Accounts teams in relation to admin and other issues as necessary
-Update internal and external databases and accurately record all job related information on the appropriate IT systems (SAFE/Masternaut etc)
-Assist with visits in the SAFE system and ensure accuracy in their input and closure
-Create and manage contract reports and supporting contract documentation
-To provide management information and reporting data
-Assist in the preparation for client meetings
-Deal with communications in a professional and prompt manner.
-Ensure full audit trails are maintained and evidenced where required.
-To ensure and improve quality of service through close working with operational colleagues
-Follow Group and company policies and procedures, at all times.
You may be required to work weekends and over holiday periods due to the seasonality of the role (these will be done on a rota basis)
What we are looking for
-The ideal candidate should have experience working within a service delivery or contact centre, possess strong IT skills, and demonstrate a high level of communication skills with the ability to provide detailed information and advice in a clear and positive manner.
-They should have the ability to interact and communicate as appropriate with their audience, which will encompass colleagues, technicians, contract and performance managers, and third-party suppliers.
-The candidate should be able to work effectively under pressure within a busy and diverse environment, show a keen eye for detail and ensure data input accuracy, adhere to process and compliance requirements, work well as part of a team.
-They should be a self-starter and motivated person, with the ability to invest time in this role to aid its evolution.