Customer Liaison Representative

Job TitleCustomer Liaison RepresentativeReports toFront of House SupervisorLocationBAE Systems, FrimleyPurposeBetter places, thriving communities. This role has been designed to provide a high quality service to our customers by greeting, welcoming and directing them appropriately. You will pride yourself on building and maintaining a welcoming and safe atmosphere. As the customer Liaison representative, you will be the first point of contact for our clients as they arrive to the building. The Customer Liaison Representative is seen as the face of the Link Facility. This role is also designed for being the Link Users point of contact, review Bookings via the Kiosk booking system/platform, general knowledge of the services available, reviewing and providing feedback to Supervisors. The Customer Services Liaison plays a pivotal role in delivering a high‑quality service to our customer, meeting with customers as required, gaining feedback and engaging in proactive dialogue. The Customer Services Liaison will also be responsible for facilitating building visitors, area seating planning, proactively identify defects, report and coordinate corrective actions and maintain high standards within the building. The individual will have a keen eye for detail and an ability to understand and ensure customer needs are being met.Working Hours40 Hours per week between the hours of 07:00 – 17:30. Shift patterns are subject to availability and will be decided upon business needs.Accountabilities, Key activitiesMeet and greet customersUser registrationManage the Booking SystemSource availability of rooms/desks for customers/groupsBook desks/rooms for customers/groupsRespond to the Link shared email inboxManage no show information on a daily basisAssist Link users with Kiosk booking system (how to book)Special Requirements – ergonomic chairs etcSupport PEEPS – provision of evac chairs when requestedQuery ResponseMonitoring of office consumablesMaintain updated signage around facilities using templatesFloor walk, keeping the facility tidy, including filling/emptying of the dishwashers (where installed)Daily morning and afternoon check of all printersDaily morning and afternoon checks of roomsDaily morning and afternoon checks of desksControl special equipment – Jabra, ergonomic chairs, flip chart etcAssist with set up of AV equipmentTroubleshoot technical problemsReport IT issues to DXCReport security issues to Control roomFire MarshallFirst AidSupport continuous improvement activitiesDaily handover to security (end of day process)Issuing of temporary daily security passesFamiliarise new visitors to the building and how the areas functionEscalate any booking conflicts to the BAES nominated point of contact for the area and reallocate resources (desks/rooms) as instructedControl security access from reception desk where appropriateWhen requested, escort visitors from the main gateReconfigure furniture and movable walls in line with booking requirementsOrganise post collection and sign for delivery parcelsSupport security department to undertake audits and resolve conflictsBe 1st point of contact for all calls and correspondence relating to desk and room bookingsSupport hospitality bookings for the building (deliveries and collection)Help/ advise redistribution of food across neighbouring outlets dependent on building occupancy levelsTop up tea and coffee provisions and keep the area clean and tidyQualifications and ExperienceDemonstrated ability to contribute as a member of a team to achieve positive outcomes and provide quality service to customersDemonstrated 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 accuracyKnowledge of Workplace Health and Safety (WH&S) practices and policiesProven ability to provide a high level of customer serviceAcceptable level of interpersonal and communication skills, with the ability to liaise with customers and staff at all levels in both written and spoken EnglishPrevious knowledge of Skype is desirable, but not essentialPrevious knowledge of Microsoft systems (Word, Excel, etc.) desired but not essentialComputer proficiencyAbility to work independently if neededAt least 2 years of a training background or customer service role is desirablePrevious knowledge of desk booking systems is also desirable but not essentialOther factorsSmart, presentable and a professional appearance, work uniform always clean and pressedHygienic to the highest standardsWell organised with the ability to prioritise workloadsThe ability to multitask and work in a fast‑paced environmentPersonable and approachableMust have a flexible approachGood communication skills in both verbal and written formatsMust be willing to undertake further training if neededMust be able to gain SC clearanceBenefitsOur market‑leading flexible benefits scheme provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household, so you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme, allowing you to access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans. When you join us, we'll give you a link to our flexible benefits platform, Choices, allowing you to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more. We give you access to high‑street discounts from thousands of well‑known retailers, gyms and more through our MiDeals platform. We also have a cycle‑to‑work scheme. Life cover is the greater of your equivalent annual salary or a minimum of £10,000, giving peace of mind for your dependants. We also offer a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie). We award our employees with Mitie Stars as recognition for their hard work, with cash prizes up for grabs each month and a chance to scoop a top prize of £10,000 at the end of the year. Progressing your career is a top priority for us. Since 1987, our 76,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites and hospitals and schools. #J-18808-Ljbffr