MF
Posted 1 day ago
Customer Experience Support Coordinator
MIES Facilities Management · Bleasby
PayNot stated
LocationBleasby, GB
ContractContract
CategoryCustomer Service
Contract
About the job
MIES Facilities Management is looking for a proactive, organised, and customer-focused Customer Experience Support Coordinator to join our expanding Customer Experience Team.
Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.
This is a key role within the business, acting as the first point of contact for our customers and helping to deliver an outstanding customer journey from enquiry through to ongoing contract support. Working closely with colleagues across the business, you'll be responsible for managing customer communications, coordinating customer visits, supporting Planned Preventative Maintenance (PPM) contract administration, and ensuring every customer interaction reflects the high standards of service MIES is known for.
If you're highly organised, enjoy problem-solving, and thrive in a fast-paced environment, we'd love to hear from you.
Key Responsibilities
Monitor the Customer Support mailbox, ensuring all customer emails are acknowledged and responded to in line with departmental KPIs and Service Level Agreements (SLAs).
Take ownership of customer enquiries, aiming to achieve a "one-touch" resolution wherever possible.
Answer and manage incoming customer telephone calls professionally, ensuring enquiries are resolved promptly or directed to the appropriate department.
Escalate complex customer issues where necessary while maintaining regular communication until resolution.
Coordinate customer visits with internal departments, ensuring all arrangements are completed accurately and customers receive a seamless, professional experience.
Manage contract and renewal enquiries, providing timely updates and liaising with relevant internal teams.
Support and manage Hyper Care customers, delivering enhanced communication and ensuring a high level of customer satisfaction during critical service periods.
Prepare, schedule, and distribute customer documentation, including contract and Planned Preventative Maintenance (PPM) documentation, accurately and within agreed timescales.
Maintain accurate customer records, contracts, and supporting documentation within internal systems.
Support the administration of Planned Preventative Maintenance (PPM) contracts, including renewals and customer communications.
Liaise confidently with customers, suppliers, and colleagues at all levels, building strong and lasting working relationships.
Identify opportunities to improve customer processes and contribute ideas that enhance the overall customer experience.
Work collaboratively across all departments to ensure customer expectations are consistently met or exceeded.
Undertake any additional duties or projects as reasonably requested by the Head of Customer Experience.
Essential Skills & Experience
Previous experience in a customer service, customer support, administration, or contract support role.
Excellent organisational skills with a strong attention to detail.
Outstanding communication skills, both written and verbal.
Ability to prioritise workloads and manage multiple tasks effectively.
A proactive, positive, and customer-focused approach.
Strong problem-solving skills with the ability to work independently and as part of a team.
Good IT skills, including Microsoft Office and experience using internal business systems.
Ability to remain calm and professional when working under pressure.
Desirable
Experience within Facilities Management or a service-based industry.
Experience managing contracts or Planned Preventative Maintenance (PPM) schedules.
Knowledge of CRM or contract management systems.
Experience within Facilities Management is advantageous but not essential, as full training will be provided.
We are looking for a highly organised and reliable individual who takes pride in delivering accurate, high-quality administrative support. You will have excellent attention to detail, a proactive approach to your work, and a genuine happy-to-help attitude .
You will be confident managing a range of administrative tasks, able to prioritise your workload effectively, and comfortable working both independently and as part of a team. A positive, approachable manner and willingness to support colleagues are essential.
Full training and ongoing professional development.
Supportive and friendly working environment.
Long-term career progression within a growing business.
Early finish every Friday.
38-hour working week. xwzovoh
Office-based role in Calverton, Nottingham
Working Hours
Monday – Thursday: Standard working hours
Friday: Finish at 2:30 pm
About MIES Facilities Management
MIES Facilities Management is a growing provider of maintenance and compliance services across the UK. Our continued success is built on delivering exceptional customer service and living our five core values:
Trust • Sustainability • Commitment • People • Excellence
We believe in developing our people, creating opportunities for progression, and building long-term careers within a supportive and collaborative environment.
If you're looking to join a business where your contribution genuinely makes a difference and your career can grow alongside the company, we'd love to hear from you.
Remember to check your CV before applying Also, ensure you read through all the requirements related to this role.
This is a key role within the business, acting as the first point of contact for our customers and helping to deliver an outstanding customer journey from enquiry through to ongoing contract support. Working closely with colleagues across the business, you'll be responsible for managing customer communications, coordinating customer visits, supporting Planned Preventative Maintenance (PPM) contract administration, and ensuring every customer interaction reflects the high standards of service MIES is known for.
If you're highly organised, enjoy problem-solving, and thrive in a fast-paced environment, we'd love to hear from you.
Key Responsibilities
Monitor the Customer Support mailbox, ensuring all customer emails are acknowledged and responded to in line with departmental KPIs and Service Level Agreements (SLAs).
Take ownership of customer enquiries, aiming to achieve a "one-touch" resolution wherever possible.
Answer and manage incoming customer telephone calls professionally, ensuring enquiries are resolved promptly or directed to the appropriate department.
Escalate complex customer issues where necessary while maintaining regular communication until resolution.
Coordinate customer visits with internal departments, ensuring all arrangements are completed accurately and customers receive a seamless, professional experience.
Manage contract and renewal enquiries, providing timely updates and liaising with relevant internal teams.
Support and manage Hyper Care customers, delivering enhanced communication and ensuring a high level of customer satisfaction during critical service periods.
Prepare, schedule, and distribute customer documentation, including contract and Planned Preventative Maintenance (PPM) documentation, accurately and within agreed timescales.
Maintain accurate customer records, contracts, and supporting documentation within internal systems.
Support the administration of Planned Preventative Maintenance (PPM) contracts, including renewals and customer communications.
Liaise confidently with customers, suppliers, and colleagues at all levels, building strong and lasting working relationships.
Identify opportunities to improve customer processes and contribute ideas that enhance the overall customer experience.
Work collaboratively across all departments to ensure customer expectations are consistently met or exceeded.
Undertake any additional duties or projects as reasonably requested by the Head of Customer Experience.
Essential Skills & Experience
Previous experience in a customer service, customer support, administration, or contract support role.
Excellent organisational skills with a strong attention to detail.
Outstanding communication skills, both written and verbal.
Ability to prioritise workloads and manage multiple tasks effectively.
A proactive, positive, and customer-focused approach.
Strong problem-solving skills with the ability to work independently and as part of a team.
Good IT skills, including Microsoft Office and experience using internal business systems.
Ability to remain calm and professional when working under pressure.
Desirable
Experience within Facilities Management or a service-based industry.
Experience managing contracts or Planned Preventative Maintenance (PPM) schedules.
Knowledge of CRM or contract management systems.
Experience within Facilities Management is advantageous but not essential, as full training will be provided.
We are looking for a highly organised and reliable individual who takes pride in delivering accurate, high-quality administrative support. You will have excellent attention to detail, a proactive approach to your work, and a genuine happy-to-help attitude .
You will be confident managing a range of administrative tasks, able to prioritise your workload effectively, and comfortable working both independently and as part of a team. A positive, approachable manner and willingness to support colleagues are essential.
Full training and ongoing professional development.
Supportive and friendly working environment.
Long-term career progression within a growing business.
Early finish every Friday.
38-hour working week. xwzovoh
Office-based role in Calverton, Nottingham
Working Hours
Monday – Thursday: Standard working hours
Friday: Finish at 2:30 pm
About MIES Facilities Management
MIES Facilities Management is a growing provider of maintenance and compliance services across the UK. Our continued success is built on delivering exceptional customer service and living our five core values:
Trust • Sustainability • Commitment • People • Excellence
We believe in developing our people, creating opportunities for progression, and building long-term careers within a supportive and collaborative environment.
If you're looking to join a business where your contribution genuinely makes a difference and your career can grow alongside the company, we'd love to hear from you.