Overview
Job Title: Customer Liaison Representative
Reports to: Front of House Supervisor
Location: BAE Systems, Frimley
Purpose: This role provides a high quality service to customers by greeting, welcoming and directing them appropriately. You will be the first point of contact for clients as they arrive and will contribute to a welcoming and safe atmosphere. You will act as the face of the Link Facility and be the Link Users' point of contact, review bookings via the Kiosk booking system/platform, have general knowledge of available services, and provide feedback to Supervisors. You will deliver high-quality service, meet with customers as required, gain feedback and engage in proactive dialogue. You will facilitate building visitors, area seating planning, identify defects, report and coordinate corrective actions and maintain high standards within the building. You will have a keen eye for detail and ensure customer needs are met.
Working Hours: 40 hours per week
Between 07:00 – 17:30
Shift patterns are subject to availability and will be decided upon business needs.
Accountabilities / Key Activities
* 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 Kiosk 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, keeping the facility tidy, including filling/emptying of the dishwashers (where installed)
* Daily morning and afternoon check of all printers
* Daily morning and afternoon checks of rooms
* Daily morning and afternoon checks of desks
* Control Special Equipment - Jabra, ergonomic chairs, flip chart etc
* Assist with set up of AV equipment
* Troubleshoot technical problems
* Report IT issues to DXC
* Report security issues to Control room
* Fire Marshall
* First Aid
* Support Continuous Improvement activities
* Daily Handover to Security (end of day process)
* Issuing of temporary daily security passes
* Familiarise new visitors to the building and how the areas function
* 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
* Support Security department to undertake audits and resolve conflicts
* Be the first 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
* Top up tea and coffee provisions and coffee machines and keep the area clean and tidy
* 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) Practices 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) desirable but not essential
* Computer proficiency
* Ability to work independently if needed
* At least 2 years of training background or customer service experience is desirable
* Previous knowledge of desk booking systems is desirable but not essential
* Smart, presentable and a professional appearance, work uniform always clean and pressed
* Hygienic to the highest standards
* Well organized 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
* Must be able to gain SC clearance
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