Admin Support – Mitie Fire & Security Systems – Sainsbury’s Contract

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 49,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

Values:
Delivering the exceptional, every day

• Our purpose: our expertise, care, technology and insight create amazing work environments, helping our customers be exceptional every day.
• Our promise to our people: a place to work where you can thrive and be your best every day.
• Our promise to our customers: a trusted partner creating exceptional environments for your customers and people, adding value every day.
• Our culture – our core values and how we behave:

1. We are one Mitie: we work as one to deliver a seamless, unrivalled service. We are all in it together, if we can help a customer or colleague in any way, we will. We are one Mitie.
2. We are built on integrity and trust: integrity and trust are at the heart of all we do. We are the face of company. We treat others as we would like to be treated. We are proud to work for Mitie.
3. We go the extra mile: whether it’s keeping things running smoothly in a safe environment, looking for new ways to do things better or fixing problems, going the extra mile for our colleagues and customers and keeping our promises is in our DNA.
4. Our diversity makes us stronger: we are very proud of our rich and diverse culture and backgrounds. Our diversity creates ideas and insights. Everyone at Mitie has a voice and is treated as an equal.
5. Our customers’ business, is our business: we are a partner, trusted for our expertise and for putting our customers at the heart of everything we do.

Behaviours:

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

Job objectives and responsibilities

• Build and maintain effective professional customer relationships and communications
• A point of contact for the customer
• Help manage customer service delivery and communications
• Supporting the Head of Operations and Systems Managers with data for all System related queries
• Communication with the customer, the Head of Operations and Systems Managers
• Working closely with relevant helpdesks in order to help keep the customer updated
• Respond to any customer queries for job updates
• Manage trackers, collate data and produce Trend graphs for comms to the customer and use within our Business

Main duties

• A point of contact for the customer in relation to Service, Small works and Projects enquiries
• Update the customer regularly on reactive calls
• Support and communicate customer approved third party stakeholders
• Liaise with Admin, Helpdesk and Scheduling teams to make sure jobs are managed to SLA
• Ensure any complaints received are dealt with in a professional manner and all actions taken are reported to the relevant Manager
• Supporting the Systems Managers with information for daily/weekly/monthly/ad hoc customer reporting
• Carry out any other relevant duties as requested by Management

Skills & Experience

• Excellent attention to detail
• Excellent customer relationship skills, management of others
• Be a team player who is capable of working autonomously to deliver the expected level of service for the customer
• Advanced communication and organisational skills
• Familiar with Microsoft applications, preferably advance
• Enthusiasm in an evolving and customer focused environment
• Passion for exceptional customer service delivery
• The ability to own issues and facilitate resolution through effective prioritisation and working with colleagues in wider teams
• Familiarity with CASH for windows or equivalent is desirable

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;
• Use all work equipment and personal PPE properly and in accordance with training received;
• 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;

 Note

This job description Is intended to give the post holder an appreciation of the role envisaged for this position and the range of duties undertaken. Specific tasks and objectives will be agreed with the post holder throughout the period of employment. The job description may be varied from time to time by the Company to reflect changes in the post holder’s role and/or the needs of the business.