Customer Liaison Representative

3 months ago

Preston, United Kingdom Mitie Full time

Join us and help deliver the exceptional, every day.


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 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 gatekeeper for a safe system of work 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 booking system/platform, reviewing and providing feedback to BAE senior management and provide support to the Team Leaders.

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 Hours: 42 Hours per week between the following hours: 

Monday – Thursday 07:00 – 17:30, Friday 07:00 – 13:00

Shift patterns are subject to availability and will be decided upon business needs.

Salary - £26,

Accountabilities, Key activities Include but are not limited to: 

Meet and greet customers  User registration Manage the Booking System Source availability of rooms/desks for customers/groups Book desks/rooms for customers/groups Respond to the Link shared email inbox Send out confirmation emails for all bookings Request attendees for bookings when not added Manage no show information on a daily basis Contact no shows to reiterate booking and cancelling procedure Assist Link users with the booking system (how to book) 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 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 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 / advise 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 are looking for / Qualifications and Experience:

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 ect) 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

Our market-leading offering 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. For example, you could 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 lifestyle benefits platform, Choices. You might choose to purchase up to five extra days’ holiday each year. You might buy critical illness insurance, seek dental treatment or buy technology products at an affordable cost. There are many choices

We give you access to high street discounts from thousands of well-known retailers, gyms and more through our MiDeals platform. And we have a cycle-to-work scheme. Life cover of up to four times your salary is available. We also offer enhanced pension contributions, 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. There are cash prizes up for grabs each month and at the end of the year there’s a chance to scoop a top prize of £10,

Our success is a direct result of the experience and quality of our people. Progressing your career is therefore a top priority for us. We offer a diverse variety of training and development avenues via a wide selection of learning resources to suit you.

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