Better places, thriving communities.
Contract – HMRC
Overview
As a Service Delivery Agent you will be responsible for managing the flow of requests received to ensure a continuous and efficient service, meeting the needs of customers and making full use of the available information and equipment. You must ensure timely input and output of all associated help desk data, and live monitoring of performance against SLA’s. You should be able to work under pressure to meet challenging deadlines while effectively managing workloads.
Key Responsibilities
- Generate and distribute work requests, work orders and task documents to inform and notify service delivery areas and individuals of output requirements.
- Update systems and databases so that all planning & scheduling systems are fully maintained & up to date, reflecting latest status/baseline data, resources and contract requirements.
- Undertake a range of customer related activities including dealing with complaints, explaining options and describing product or benefit features.
- Schedule resources effectively and efficiently to meet work requirements, ensuring skill sets are allocated appropriately to maximise utilisation and efficiency of activity delivery.
- Complete and update quality & safe working documents (e.g., quality documentation, safe working permits, etc.) and provide information registers as required.
- Provide information to internal & external stakeholders for scheduling & planning purposes and processes (e.g., works orders technical specifications, documents, maintenance processes & procedures) so that they are aware of business & legal approaches and obligations.
- This job description is intended to give the post holder an appreciation of the role envisaged for the range of duties to be undertaken. Specific tasks and objectives will be agreed with the post holder at a regular interval.
Benefits
- Virtual GP on hand for you and members of your household – receive expert advice by video or phone without leaving home.
- Salary Finance scheme – access 50% of earned pay before payday for a small fee; competitive loans also available.
- Flexible lifestyle benefits platform, Choices – purchase up to five extra days’ holiday each year, buy critical illness insurance, dental treatment, technology products, etc.
- High street discounts from thousands of retailers, gyms and more via MiDeals platform.
- Cycle‑to‑work scheme.
- Life cover of up to four times salary.
- Enhanced pension contributions, save‑as‑you‑earn scheme, Mitie Matching Share Plan (potential free shares).
- Mitie Stars recognition – monthly cash prizes and chance to win top prize of £10,000.
- Comprehensive training and development opportunities.
Equal Opportunity
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long‑term condition and need reasonable adjustments during the recruitment process, please let us know by emailing Ashish Gautam at ashish.gautam@mitie.com.
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