Join Mitie – the future of high performing places.
ROLE: Service Delivery Agent
LOCATION: Mitie TSOC, Atlas Business Park
At Mitie, our people are our greatest strength, and our promise is to create a place to work where you can thrive and be your best every day. We’re looking for a Service Delivery Agent who will act as the first point of contact for all incoming requests, ensuring smooth workflow and operational delivery across multiple communication channels.
Role Responsibilities:
- Respond to all incoming calls, emails, and communication channels, supporting workflow and operational delivery.
- Manage the flow of requests to ensure continuous, efficient service that meets customer needs.
- Ensure timely input and output of all helpdesk data, monitoring performance live against SLAs.
- Generate and distribute work requests, work orders, and task documents for service delivery teams.
- Maintain and update systems and databases so that all planning and scheduling platforms reflect accurate, current information.
- Handle a range of customer interactions, including resolving complaints, explaining service options, and outlining relevant product or benefit features.
- Allocate resources effectively, ensuring skillsets are matched appropriately to maximise utilisation and efficiency.
- Complete and update quality and safe‑working documents (e.g., quality records, safe‑working permits).
- Provide essential information to internal and external stakeholders—including work orders, technical specifications, maintenance processes, and legal requirements.
- Support ongoing operational processes by ensuring documentation, communication, and scheduling activities remain accurate and compliant.
Required Qualifications:
Applicants must meet the below defined requirements for the role.
- Strong organisational and workload‑management skills.
- Ability to work under pressure and meet challenging deadlines.
- Excellent communication skills across telephone, email, and written channels.
- Ability to manage multiple tasks simultaneously with strong attention to detail.
- Confidence using internal systems, databases, and scheduling tools (training provided if required).
- Customer‑service skills with the ability to resolve issues professionally and efficiently.
What’s in it for you?
- Access to a virtual GP for you and your household.
- Financial wellbeing support via Salary Finance, including early pay access and competitive loans.
- Flexible lifestyle benefits through our Choices platform, including extra holidays, insurance, dental care, and tech products.