Customer Liaison Representative

4 days ago

Preston, Lancashire, United Kingdom Mitie Full time
Job Title: Customer Liaison Representative

About the Role:

We are seeking a highly organized and customer-focused individual to join our team as a Customer Liaison Representative. As the first point of contact for our clients, you will be responsible for providing a high-quality service, ensuring a welcoming and safe atmosphere, and managing the flow of traffic in the building.

Key Responsibilities:

  • Meet and greet customers, providing a warm and welcoming experience
  • Manage the booking system, ensuring seamless coordination of bookings and resources
  • Source availability of rooms and desks for customers and groups
  • Book desks and rooms for customers and groups, ensuring efficient use of resources
  • Respond to emails and phone calls, providing timely and accurate information
  • Send confirmation emails for all bookings, ensuring customers are informed and up-to-date
  • Request attendees for bookings when necessary, ensuring accurate headcounts
  • Manage no-show information on a daily basis, identifying and addressing any issues
  • Assist customers with the booking system, providing training and support as needed
  • Special Requirements – ergonomic chairs, etc.
  • Support PEEPS – provision of evac chairs when requested
  • Query Response
  • Monitoring of office Consumables
  • Maintain updated signage around facilities using templates
  • Floor Walk, including filling/emptying of the dishwashers (where installed)
  • Cleaning of cups in kitchens if required
  • Daily morning and afternoon check of all printers
  • Daily morning and evening checks of rooms
  • Daily morning and evening checks of desks
  • Hourly walk arounds to take registers of customers in the buildings
  • Resetting of desks, including removing any rubbish and tidying keyboards, mice, etc.
  • Ensure Building information leaflets are displayed
  • Control Special Equipment – Jabra, ergonomic chairs, flip chart, etc.
  • Report maintenance issues
  • Assist with set up of AV equipment
  • Troubleshoot technical problems
  • Report IT issues to DXC
  • Report security issues to Control room
  • Report AV issues to Visavvvi
  • Escalation of issues to the CEM
  • First port of call, e.g., broken cable
  • Fire Marshall
  • First Aid
  • Support Continuous Improvement activities
  • Daily Handover to Security (end of day process)
  • Familiarise new visitors to the building and how the areas function
  • Book visitors in using the visitors booking tool
  • Escalate any booking conflicts to the BAES nominated point of contact for the area and re-allocate resources (desks/rooms) as instructed
  • Control security access from the reception desk where appropriate
  • When requested, escort visitors from the main gate
  • Reconfigure furniture and movable walls in line with booking requirements
  • Organise post collection and sign for delivery parcels
  • Floor walk, keeping the facility tidy
  • Support continuous improvement activities
  • Support Security department to undertake audits and resolve conflicts
  • Be the 1st point of contact for all calls and correspondence relating to desk and room bookings
  • Support hospitality bookings for the building (deliveries and collection)
  • Help/advice redistribution of food across neighbouring outlets dependant on building occupancy levels
  • Identify booking 'no shows' and contact them
  • Top up tea and coffee provisions and coffee machines and keep the area clean and tidy

What We're Looking For:

  • Demonstrated ability to contribute as a member of a team to achieve positive outcomes and provide quality service to customers
  • Demonstrated organisational and time management skills, including the ability to manage competing priorities, monitor and co-ordinate a range of prescribed processes, to achieve tight deadlines and desired outcomes with due regard to accuracy
  • Knowledge of Workplace Health and Safety (WH&S) Practises and Policies
  • Proven ability to provide a high level of customer service
  • Acceptable level of Interpersonal and communication skills, with the ability to liaise with customers and staff at all levels in both written and spoken English
  • Previous knowledge of Skype is desirable, but not essential
  • Previous knowledge of Microsoft systems (Word, Excel, etc.) desired but not essential
  • Computer Proficiency
  • Ability to work independently if needed
  • At least 2 years of a training background or customer service role is desirable
  • Previous knowledge of desk booking systems is also desirable but not essential

Other Factors:

  • Smart, presentable, and a professional appearance, work uniform always clean and pressed
  • Hygienic to the highest standards
  • Well-organised with the ability to prioritise workloads
  • The ability to multitask and work in a fast-paced environment
  • Personable and approachable
  • Must have a flexible approach
  • Good communication skills in both verbal and written formats
  • Must be willing to undertake further training if needed

About Us:

We are a market-leading company that provides a range of services to our clients. We are committed to delivering exceptional service and ensuring that our customers receive the highest level of care. We offer a range of benefits to our employees, including access to a virtual GP, financial wellbeing assistance, and a flexible lifestyle benefits platform. We are proud to be a diverse and inclusive company that values our employees and provides opportunities for career development and growth.

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