Business Support Coordinator

Company Description

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.

Job Description

· To support the National Grid helpdesk with the delivery of services to National Grid and BNP Paribas

· To support the Voids helpdesk and Sainsburys helpdesk with the delivery of service.

· To support the operational teams with service delivery and project work specifically related to strategic or national accounts

· To act as cover for other members of the team during planned and unplanned absence.

· To conduct other administrative duties to support operations, billing, finance and the SLT as required

· The Business Support Team works as one team with defined primary duties, we self-cover and therefore our coordinators are capable of multi-tasking.

· Mobile Services is a varied, flexible and adaptable part of Mitie's offering to customers. The Business Support team is heavily involved supporting our operational teams, working closely with clients and suppliers and with each other. We take pride in owning the issue, solving the problem and delivering a great service.

Main duties

· Ensure that the sector Rythmn and Routine process is rigorously followed as directed by the Director, Mobile Services, actively engaging in the development of new activity that promotes operational excellence, cost control, revenue recognition, positive working capital, service delivery, health and safety and colleague wellness.

· Build, maintain and manage positive relationships with key customers including addressing concerns and complaints in a timely manner.

· Support annual price review activities to ensure that organic account growth is achieved

· Support finance team in liaising with customers on debt collection issues as/when required

· Support the payment of suppliers, in line with the Company Purchase Order process and sector based reconciliation and verification routines, ensuring that payments are accurate and associated revenue collected within required timescales.

· To undertake additional duties in line with capabilities as required

• Maintain productive, cordial and collaborative relationships with internal and external customers and employees where required
• Ensure that a positive image and attitude is portrayed of Mobile Services at all times.

· Provision of Management data and reports as required for the customer and Mitie Management.

· Will be expected to understand and ensure that the data required in respect of the set KPI's from the customer is managed and delivered

· Work collaboratively with other Mitie personnel within TSM, MFM or group.

· Ensure that emails (both direct and to shared mailboxes) are managed and enquiries delay with in a timely manner and filed away to ensure a clean working environment.

· To man the helpdesks phones when required

· To attend client meetings (normally via Teams) when required

The following is a list of various duties that could be required (primary duties will be defined):

• Interrogate Inspection reports for issues and report through to the BNPP Helpdesk and Management team if required.
• Use ServiceTrac to capture Inspection trends throughout the month and log onto the Inspection tracker sheet.
• Compile an end of month report for Inspections and send to the Voids Account Manager.
• Track Inspections failures and chase the Operation Managers and service partners if an Inspection has been missed.
• Inform the client of any potential issues that have been reported on their property
• Liaise with approved suppliers to gain quotes and assign workload.
• Keep a track of ongoing events on a database. This is to ensure we are following each event to fruition and capturing costs once completed.
• Raise an AS Business Form for new Sites, Terminations and Amendments. Ad-Hoc costs are to be captured ASAP after the job has been completed.

· Mange, control and own client request from start to fruition.

· Keep track of new sites and terminations to ensure we are capturing the needs of the client effectively.

• Ensure the BNPP Management team and BNPP Helpdesk are communicated with effectively.
• Support with the customer AI's process, supported by the Voids Account Manager.

· Build, maintain and manage positive relationships with all stakeholders. Measurable by customer satisfaction, terminations reporting.

· Upload all completed Inspections onto the clients H&S portal

· Keep track of the BNPP Workbook and work with the accounts team on changes and price increases

· Update ST when a new site has come onto our books. Insert Alarm codes and site specific information onto the 'Mobile Operator Instructions' section.

· To administer the ServiceTrac system

· To control, log and support the resolution of access issues.

Qualifications

· Demonstrable experience of customer relationship management at a junior level that has shown escalation and critical issue resolution.

· Demonstrable knowledge of a helpdesk function and the needs of a fast paced business.

· Professional appearance and presentation

· Methodical and well organised

· Resilient and tenacious

· "Can do" approach

· Flexible and adaptable

· Good communicator - verbal and written

· Computer literate

· Commercially and financially aware

· Good inter-personal skills

· Ability to communicate at multi levels

· Proven experience in problem solving and issue resolution

Whilst the above is a criteria that is felt to be essential, an appropriate candidate that excels in other areas will still be

considered.

Additional Information

Need to have 5 Year UK History only