Customer Response Co-ordinator/Integrated Planners + Schedulers
| Company: | Mitie |
|---|---|
| Salary: | Not specified |
| Hours: | Full-time |
| Location: | SE10 0ES |
| Job type: | Permanent |
| Posting date: | 10 Nov 2026 |
| Closing date: | 10 Dec 2026 |
Summary
Job Title: Customer Response Co-ordinator/Integrated Planners + Schedulers Reports To: Service Delivery Manager / Service Contract Support Team Leader Location Type: Office Based 7.00AM till 3.00PM Monday to FridayGrade: M6
Role Purpose
The Service Contract Support Advisor provides a professional service desk, contract support and customer service function within a fast-paced Facilities Management environment. Acting as the first point of contact for client enquiries, service requests and operational communications, the role is responsible for coordinating reactive and planned works, maintaining CAFM systems, supporting contract administration and ensuring contractual KPIs and SLAs are consistently achieved. The role works closely with Help Desk Managers, Operational Managers, Facilities Managers, Technical Services Managers and supply chain partners to ensure the efficient delivery of services and an exceptional customer experience. Customer Response Co-ordinators (Front of House) Customer Response Co-ordinators are responsible for delivering an exceptional customer experience and acting as the primary point of contact for all enquiries and service requests. Responsible for: • Managing calls, emails, service requests, queries and complaints. • Taking ownership of customer interactions from initial contact through to resolution. • Providing proactive customer updates throughout the lifecycle of a request. • Managing escalations and delivering effective service recovery communications. • Ensuring requests are correctly classified, prioritised and routed. • Maintaining consistent communication standards across all service lines. • Recording all customer interactions accurately within CAFM systems. • Supporting customer satisfaction targets and service-level performance. Planners and Schedulers Planners and Schedulers are responsible for coordinating operational delivery and ensuring works are planned, allocated and progressed effectively. Responsible for: • Scheduling Planned Preventative Maintenance (PPM) activities. • Scheduling reactive maintenance works where required. • Resource allocation and workforce planning. • Contractor engagement and coordination. • Monitoring work-order progression through to completion. • Coordinating follow-on works and remedial activities. • Managing operational exceptions, delays and service risks. • Maintaining accurate scheduling and work-order information within CAFM systems. Collaborative Working All Service Contract Support Advisors will be expected to work collaboratively across both Front of House and Back of House functions to: • Deliver a seamless end-to-end customer experience. • Maintain contractual KPI and SLA performance. • Ensure effective communication between customers, operational teams and contractors. • Support service continuity and resilience. • Drive continuous improvement initiatives. • Promote Mitie's values of Excel, Inspire and Challenge. Key Responsibilities Service Centre Operations & Customer Service • Act as the primary point of contact for all customer enquiries received via telephone, email and CAFM systems. • Log, prioritise and allocate reactive maintenance requests in accordance with contractual requirements. • Monitor work requests through to completion, proactively managing progress and escalations. • Provide timely updates to customers and stakeholders regarding service status and resolution activities. • Identify and escalate service risks, failures or recurring issues. • Deliver a professional and customer-focused service at all times. • Support 24/7 operational requirements where contractually required. • Maintain comprehensive records of all customer interactions and service requests. Work Order & CAFM Management • Operate CAFM platforms including Maximo, Evolution, Concept or equivalent systems. • Raise and issue Reactive, Planned Preventative Maintenance (PPM) and Remedial work orders. • Monitor workflow queues and ensure compliance with contractual response and completion times. • Update asset information and maintain accurate facilities records. • Ensure work orders are completed with appropriate documentation and evidence. • Conduct routine data validation and cleansing activities to maintain system integrity. • Produce CAFM-generated reports and performance data. Contractor & Supplier Coordination • Coordinate engineer and contractor attendance. • Liaise with suppliers regarding attendance, quotations, progress updates and completion information. • Monitor supplier performance against agreed service levels. • Escalate supplier performance issues where appropriate. • Support mobilisation activities and service delivery changes. • Ensure contractor updates are accurately communicated to customers and stakeholders. Contract Support & Administration • Provide administrative support to operational and contract management teams. • Raise purchase orders and support goods receipting processes. • Assist with quotation management and supplier administration. • Support monthly financial processes including invoicing, accruals and work-inprogress reporting. • Maintain electronic filing systems and contractual records. • Produce scheduled and ad hoc management reports. • Support audits and compliance reviews. Performance Management & Reporting • Monitor service delivery performance against KPIs and SLAs. • Produce weekly and monthly operational reports. • Identify trends, recurring issues and opportunities for service improvement. • Support continuous improvement initiatives across the contract. • Assist management teams in investigating service failures and implementing corrective actions. Health, Safety & Compliance • Comply with all Mitie and client Health & Safety policies and procedures. • Report hazards, incidents, near misses and unsafe conditions. • Participate in training and compliance activities. • Ensure all activities are undertaken in accordance with contractual and statutory requirements. • Promote safe working practices and environmental awareness. Information Security • Protect confidential client and company information. • Comply with Mitie Information Security policies and GDPR requirements. • Report security incidents or vulnerabilities immediately. • Ensure accurate handling and storage of sensitive information. Knowledge, Skills & Experience Essential • Previous experience within a Helpdesk, Service Desk, Facilities Management or Contract Support environment. • Excellent customer service and stakeholder management skills. • Strong administrative and organisational capability. • Experience managing reactive and planned maintenance workflows. • Experience working to KPIs, SLAs and contractual performance measures. • Strong verbal and written communication skills. • Competent in Microsoft Office applications, particularly Excel, Outlook and Word. • Ability to work effectively under pressure in a fast-paced environment. • Strong attention to detail and data accuracy. Desirable • Experience using CAFM systems such as Maximo, Evolution or Concept. • Experience within Facilities Management or Property Services. • Knowledge of SFG20 and maintenance planning principles. • Experience with purchase order and financial administration processes. • Business Administration, Customer Service or Facilities Management qualification. Personal Attributes • Customer-centric approach. • Professional and reliable. • Strong problem-solving skills. • Proactive and self-motivated. • Flexible and adaptable. • Strong attention to detail. • Team player with a collaborative approach. • Positive attitude and commitment to continuous improvement. Health & Safety Responsibilities The post holder must: • Take reasonable care of their own health and safety and that of others. • Comply with all company policies and procedures. • Report hazards, incidents and unsafe practices. • Attend mandatory training and toolbox talks. • Promote a positive safety culture. Mitie Values Excel Deliver exceptional service through professionalism, accountability and high performance. Inspire Support colleagues, share knowledge and contribute to a positive working environment. Challenge Seek opportunities to improve processes, embrace innovation and continuously improve service delivery.