Customer Service Assistant

6 months ago

London, United Kingdom Podium Space Ltd Full time

Company name: Podium Space

Title of position: Customer Service Assistant

Position type: Permanent

Pay range: Up to £24000pa

Location: The Garment Building - Chiswick

Our people are what make Podium special. Over and above specific experience, we look for team members who share our values and visions.

Description of responsibilities: This job description aims to demonstrate the day-to-day duties of the role. There may be additional duties and responsibilities from time to time, and team members are expected to be flexible in their approach to ensure that the highest standards of Customer Service are offered.

A Customer Service Assistant is responsible for:

- General reception duties include telephone answering and client queries.
- Liaising with clients regarding their service requirements, and providing outstanding customer service
- The general upkeep and appearance of the Business Centre

Key Tasks & Reception Duties:

- Greeting all Clients and Visitors in a friendly, welcoming, and professional manner
- Answering incoming phone calls professionally, as per client requirements
- Ensuring Centre Facilities e.g., reception, meeting rooms; kitchens; are set up to Podium standards.

Liaising with clients:

- Delivering high levels of Customer Service
- Acting as point of contact for all internal client requests.

Internal Sales and Marketing
- Promote the refer a friend scheme.
- Be aware of all available and upcoming space to discuss with clients.
- Promoting and upselling Podium products
- Upsell Podium Connect to remote and in-house clients and ensure you are aware of all benefits and able to confidently discuss them.
- Upsell Dock Club memberships.

Health and Safety:

- Assisting the Manager with ensuring risk assessments are kept up to date.
- Assisting the Manager with ensuring regular electrical servicing is organized, fire alarms and equipment are tested according to law and overseeing fire evacuations.
- Supporting the Manager with contractors and suppliers
- Assisting the Manager with regular building and furniture audits to make sure the upkeep and appearance of all the sites are of a high standard and ensuring all storage areas in all sites are always free from rubbish and debris.
- Complete all audit tasks using the Any.Do reporting any remedial tasks to the correct department.
- Assisting the Manager to ensure clients comply with the fire and health and safety regulations and keeping their client file up to date in this respect.
- Assisting the Manager with liaising with cleaners to ensure standards are maintained and to ensure all washroom facilities are clean and properly maintained.
- Assisting the Manager with ensuring all facilities are maintained and kept in a good state of repair.
- Ensuring catering requirements are met for meeting room clients, arranging catering with suppliers as required.
- Ensure meeting rooms are fully stocked, replenished as necessary and always kept clean and tidy.

Client Services:

- Providing secretarial services to clients
- Providing administration services to clients
- Taking deliveries for clients
- Dealing with post; outgoing mail and faxes for clients

Telecoms and IT:

- Assisting the Manager to ensure all client and Podium requirements for telephony, internet and IT are dealt with efficiently.
- Developing own understanding of internal processes in relation to telephony, internet, and IT
- Developing a full understanding of how the IT and Telecoms infrastructure works for each Centre.
- Supporting the setup of all the IT and Telecoms for all new clients
- Generate phone call reports if clients have queries.
- Ensure phone handbooks are kept up to date.
- Direct all IT and telecoms queries to the correct person if unable to resolve.

Conferencing:

- Taking bookings for meeting rooms from clients
- Ensuring meetings rooms are set up with correct equipment.
- Ordering catering from suppliers and delivering to clients.
- Monitoring meeting room bookings to ensure correct billing.

Billing:

- Make sure the billing checklist is up to date.
- Run meeting room reports prior to billing to ensure all input information is correct.
- Ensuring the purchase order process is always used when ordering products and services and the Podium financial approval process is followed.
- To assist clients in the quick resolution of any queries relating to invoices and charges, to include client reconciliations.

Quality, standards and maintenance:

- Reporting faults and maintenance issues and input onto Any.Do
- Ensuring Centre facilities are always clean and to Podium standards.
- Assist senior and manager with gathering quotes for any works needed in the Centre
- Keep the maintenance list up to date.
- Ensure all paper and electronic files are maintained in line with GDPR regulations.

Debt Management:

- Assist the manager with the company debt management process, liaising with clients and Podium Finance Department to ensure debt is kept to a minimum.
- To assi

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