Customer Liaison Representative

Mitie was founded in 1987, Mitie is the UK’s leading facilities management and professional services company, looking after a large, diverse, blue-chip customer base, from banks and retailers, to hospitals, schools and government offices. Mitie has over 77,000 people, 100+ office locations, and thousands of customers across the country, there’s no limit to what you can achieve if you work for us.

**Job Title**: Customer Liaison Representative (Link +)

**Reports to**: Corporate Account Manager

**Location**: BAE Systems, posts at Brough

**Salary**: £24,102 per annum

**Purpose**:
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 welcome 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 gatekeeper for a safe systems of working environment by ensuring people are abiding to the policies and procedures set out by our client and to also manage the flow of traffic in any given area. This role is also designed to answer phone calls, review Bookings via the Matrix booking system/platform, reviewing and providing feedback to BAE senior management and provide support to the 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, The individual will proactively identify defects, report and coordinate corrective actions and maintain high standards within the building. Individual will have a keen eye for detail and an ability to understand and ensure customer needs are being met.

**Hours of working**:
38.5 Hours per week between the following hours:
Mon - Thursday 07:30 - 17:30 Friday 07:30 - 12:00

**Principal Accountabilities, Key activities Include but are not limited to**:

- Maintain an exceptional level of customer service
- Provide clear and precise information and be able to answer clients questions
- Ensuring up to date knowledge on aspects of safe systems of working by attending online training sessions and group training
- Assist where necessary any training needed to be given to other Link+ associates
- Advice, guidance and support for any client using the LINK+ Facility
- Undertake the roles of Building Fire Marshall, First Aider, and Security for Invacuation.
- Management of IT Peripherals and Locker Keys via a booking out system.
- Housekeeping and Fire Audits to be undertaken on a weekly/monthly basis
- General building admin will be required in each building, including:

- Restocking and financial reporting associated with the activities below.
- Stationary cupboard management.
- Coffee machine supplies (if confirmed as part of FWoW)
- Printing facilities (paper, fault reporting).
- Liaising with the Service Provider to replace broken chairs.
- Liaising with the Service Provider for cleaning activities throughout the facility.
- Checking all audio / visual equipment and faults reporting to Visavvi.
- Capacity reporting? (This may be something that Business Support undertake but it will include overall Building utilisation, specific meeting room utilisation, space utilisation)
- Customer Satisfaction Surveys and feedback reports to be submitted to BAE Systems on a monthly basis.
- Support in building standards - getting LINK+ Facilities ready to begin operating safely and professionally
- Maintain a clean and a well-groomed appearance
- Supporting clients through registration and how to get around the LINK+ Facilities
- Report and log with the Service Desk team any out of line event, safety concern, system or breakdown which cannot be resolved (e.g. lights not working, windows broken, trip or slip hazards, heating system not working, leaking taps etc)
- Utilise service excellence skills and work as appropriate with the Senior Leadership Team to develop and maintain working relations with customers and client team
- To identify and meet the needs of the client, focusing on initiating and welcoming contact and communication whilst striving to deliver first class customer service
- Identify operational improvements to ensure the continued provision of high-quality service to customers, with the ability to recognise potential complaint situations and take effective steps to avoid and or resolve these situations
- Ensure work is performed in adherence with company policies, procedures and standards and Health and Safety legislation and statutory regulations in order to maintain the integrity of operational activities and safety of employees and provide high quality service to customers
- Co-ordinate and develop contract variations as agreed with client
- Co