Overview
Job Title: Customer Liaison Representative (Link Facility)
Reports to: Front of House Team Leader
Location: BAE Systems, Warton & Samlesbury
Purpose: This role provides a high quality service to our customers by greeting, welcoming and directing them appropriately. You will aim to build and maintain 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 role is seen as the face of the Link Facility and includes responsibilities such as being the Link Users point of contact, reviewing bookings via the kiosk booking system, having general knowledge of services available, providing feedback to the Team Leader, and supporting Supervisors.
The Customer Services Liaison delivers a high-quality service to our customers, meets with customers as required, gains feedback, and engages in proactive dialogue. It also involves facilitating building visitors, area seating planning, proactively identifying defects, reporting and coordinating corrective actions, and maintaining high standards within the building. The individual should have a keen eye for detail and ensure customer needs are met.
Working hours
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: £27,594.12
Responsibilities
* 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
* Manage no-show information on a daily basis
* Assist Link users with the kiosk booking system
* Support PEEPS – provision of evac chairs when requested
* Query response
* Monitor office consumables
* Maintain updated signage around facilities using templates
* Floor walk, keep the facility tidy, including dishwashers where installed
* Daily morning and afternoon checks of printers, rooms, and desks
* Control special equipment (e.g., Jabra, ergonomic chairs, flip chart)
* Report maintenance issues
* Assist with set up of AV equipment and troubleshoot IT/AV issues
* Report IT issues to DXC and security issues to Control room
* Be Fire Marshall and First Aid trained
* Support Continuous Improvement activities
* Daily handover to Security (end of day) and issuing of temporary security passes
* Familiarise new visitors with building areas
* Escalate booking conflicts and reallocate resources as instructed
* Provide access control from reception desk and escort visitors when requested
* Reconfigure furniture and movable walls as required
* Organise post collection and sign for delivery parcels
* Support Security audits and resolve conflicts
* Be the first point of contact for calls and correspondence related to desk/room bookings
* Support hospitality bookings for deliveries and collection
* Assist with redistribution of food across outlets based on occupancy
* Top up tea/coffee provisions and keep area clean
Qualifications and experience
* Demonstrated ability to contribute as a team member to achieve positive outcomes and provide quality service
* Strong organizational and time management skills; ability to manage competing priorities and meet deadlines with accuracy
* Knowledge of Workplace Health and Safety practices and policies
* Proven ability to provide high level customer service
* Good interpersonal and communication skills in written and spoken English
* Skype knowledge is desirable but not essential
* Microsoft Office knowledge (Word, Excel) is desirable but not essential
* Computer proficiency and ability to work independently if needed
* At least 2 years of training or customer service experience is desirable
* Experience with desk booking systems is desirable but not essential
Other factors
* Smart, presentable, and professional appearance; work uniform clean and pressed
* High hygiene standards; well organized with the ability to prioritize
* Ability to multitask in a fast-paced environment; personable and approachable
* Flexible approach and good written and verbal communication
* Willingness to undertake further training if needed
We offer market-leading benefits, including access to a virtual GP, Salary Finance, a flexible lifestyle benefits platform (Choices), high street discounts via MiDeals, cycle-to-work scheme, life cover, enhanced pension contributions, and employee recognition through Mitie Stars.
Mitie is committed to inclusive recruitment. If you require reasonable adjustments during the recruitment process, please email us. Since 1987, Mitie has 76,000 employees providing facilities management and professional services globally.
#J-18808-Ljbffr