Customer Service Manager

Our values and behaviours

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:

o 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.
o 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.
o 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.
o 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.
o 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.

Job objectives and responsibilities

• Deliver an effective and efficient FM service within a single or a number of client office sites, in line with

contractual scope and specifications

• Deliver exceptional service and engagement activity through full end to end FM ownership
• Oversee and direct all service line activity for designated office(s), in line with contractual and commercial

deliverables

• Ensure robust operational delivery of all FM services and functions within the designatied office(s)
• Proatively build and maintain client relationships within the designated office(s), monitoring NPS and driving

increased customer engagement through the implementation of continuous improvement initiatives to exceed
client expectations

• Monitor, assess and report on agreed KPIs, ensuring performance meets and exceeds required commercial

deliverables

• Proactively manage the relationships with our service matter experts and suppliers. Engage with all service

provider partners to ensure an efficient approach and a swift response to all service requests

• Responsible for the delivery of customer excellence through close collaboration with the client
• Create a great place to work and deliver customer excellence for the client through our ‘one team' approach

and regular collaborative engagement

• Lead and embed a culture of Health & Safety through the implementation and delivery of the QHSE strategy
• Act as out of hours point of contact when on call

Main duties

• First point of contact for all Mitie colleagues, sharing FM best practice, guidance and leadership through regular

and positive engagement

• Manage Health & Safety and drive a robust safety culture
• Ensure contractual and statutory compliance for the site with auditing, reporting and monitoring
• Management and reporting responsibility of P&L
• Management of reactive tasks achieving ‘first time fixes' to achieve efficient and satisfactory completion
• Host/attend key stakeholder meetings
• Make recommendations to deliver an enhanced operation / additional services / efficiencies
• Escalation point for resolution of Client issues

Person Specification

• Experience of delivering operational Facilities Management service excellence within a large high profile office(s)

environment (or similar)

• Good knowledge of FM operations, H&S and statutory compliance requirements
• Proven stakeholder management capability with experience of managing relationships with client stakeholders
• Experience of managing diverse teams
• Excellent partnering and collaborative working, as well as the ability work on own initiative and to drive

improvement and change as necessary

• Excellent verbal and written communication skills
• Confident, adaptable with a desire to problem solve
• Proven ability to multi-task and enjoy multiple challenges
• Strong influencing skills and personal resilience
• Experience of both hard and soft services
• Experience of delivering KPIs and working within SLAs
• Passion for continuous improvement, customer excellence and people engagement
• Membership of a relevant professional body, e.g. BIFM
• IOSH qualification