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Job Title: Customer Liaison Representative (Link Facility)
Reports to: Front of House Supervisor
Location: BAE Systems, Brough
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 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 Team Leader, 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, 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: 38.5 Hours per week between the following hours:
Monday – Thursday 07:30 – 17:30, Friday 07:30 – 12:00
Shift patterns are subject to availability and will be decided upon business needs.
Hourly rate - £13.45 per hour
Accountabilities, Key activities Include but are not limited to:
1. Meet and greet customers
2. User registration
3. 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)
4. Special Requirements – ergonomic chairs etc
5. Support PEEPS – provision of evac chairs when requested
6. Query Response
7. Monitoring of office Consumables
8. Maintain updated signage around facilities using templates
9. Floor Walk, keeping the facility tidy, including filling/emptying of the dishwashers (where installed)
10. Daily morning and afternoon check of all printers
11. Daily morning and afternoon checks of rooms
12. Daily morning and afternoon checks of desks
13. Control Special Equipment – Jabra, ergonomic chairs, flip chart etc
14. Report maintenance issues
15. Assist with set up of AV equipment
16. Troubleshoot technical problems
17. Report IT issues to DXC
18. Report security issues to Control room
19. Report AV issues to Visavvvi
20. Fire Marshall
21. First Aid
22. Support Continuous Improvement activities
23. Daily Handover to Security (end of day process)
24. Issuing of temporary daily security passes
25. Familiarise new visitors to the building and how the areas function
26. Escalate any booking conflicts to the BAES nominated point of contact for the area and re allocate resources (desks / rooms) as instructed
27. Control security access from reception desk where appropriate
28. When requested, escort visitors from the main gate
29. Reconfigure furniture and movable walls in line with booking requirements
30. Organise post collection and sign for delivery parcels
31. Support Security department to undertake audits and resolve conflicts
32. Be 1st point of contact for all calls and correspondence relating to desk and room bookings
33. Support hospitality bookings for the building (deliveries and collection)
34. Help / advise redistribution of food across neighbouring outlets dependant on building occupancy levels
35. Top up tea and coffee provisions and coffee machines and keep the area clean and tidy
What we are looking for / Qualifications and Experience:
36. Demonstrated ability to contribute as a member of a team to achieve positive outcomes and provide quality service to customers
37. 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
38. Knowledge of Workplace Health and Safety (WH&S) Practises and Policies
39. Proven ability to provide a high level of customer service
40. 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
41. Previous knowledge of skype is desirable, but not essential
42. Previous knowledge of Microsoft systems (word, excel ect) desired but not essential
43. Computer Proficiency
44. Ability to work independently if needed
45. At least 2 years of a training background or customer service role is desirable
46. Previous knowledge of desk booking systems is also desirable but not essential
Other factors:
47. Smart, presentable and a professional appearance, work uniform always clean and pressed
48. Hygienic to the highest standards
49. Well organised with the ability to prioritise workloads
50. The ability to multitask and work in a fast-paced environment
51. Personable and approachable
52. Must have a flexible approach
53. Good communication skills in both verbal and written formats
54. Must be willing to undertake further training if needed
Our 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. 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 benefits platform, Choices. This gives you the chance 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. And we have a cycle-to-work scheme.
Life cover is the greater of your equivalent annual salary or a minimum of £10, - 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. 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.
We are committed to ensuring our recruitment process is inclusive and accessible to all. If you have a disability or long-term condition (for example dyslexia, anxiety, autism, a mobility condition or hearing loss) and need us to make any reasonable adjustments, changes or do anything differently during the recruitment process, please let us know by emailing at .