Better places, thriving communities.
Job Title:Customer Liaison Representative
Reports to: Front of HouseSupervisor
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 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 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 forfacilitating building visitors, area seating planning, The individual will proactively identify defects, report and coordinate corrective actions and maintainhigh 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:
Monday – Thursday
To cover the hours of 07:30 – 17:30
Friday 07:30 – 12:00
Hourly rate - £13.45
Shift patterns will be decided upon business needs.
Accountabilities, Key activities Include but are not limited to:
1. Meet and greet customers
2. Check customers in on the register
3. Book desks for customers
4. Book rooms for customers / groups
5. Add attendees to bookings on arrival
6. Source availability of rooms
7. Moving attendees to alternative rooms to ensure VIP visits take priority
8. Liaise with cleaners, security and facilities when required
9. Escort attendees to rooms or advise of location of rooms
10. Assist with set up of AV equipment
11. Troubleshoot technical problems
12. Resourcing additional equipment such as cables
13. Put specialist DSE equipment in place
14. Manage IT amnesty
15. Daily morning and afternoon checks of all printers
16. Daily morning and evening checks of rooms
17. Daily morning and evening checks of desks
18. Distributing footrests if required
19. Distributing laptop risers
20. Supporting Link visitors with Peeps
21. Fire Marshal support
22. First Aid support
23. Assisting with catering deliveries / layouts
24. Removal of left over catering / equipment in rooms in the evenings
25. Respond to the Matrix email inbox
26. Respond to the Link shared email inbox
27. Send out confirmation emails for all bookings
28. Request attendees for bookings when not added
29. Manage no show information on a daily basis
30. Contact no shows to reiterate booking and cancelling procedure
31. Signposting Link users to security for pass access issues
32. Reporting building faults to
33. Log and monitor maintenance jobs reported on the shared drive
34. Monitoring stationary levels
35. Facilitate change overs during the day where required
36. Check kitchens on a daily basis
37. Check fridges weekly
38. Excellent communication skills
39. All mandatory training to be kept up to date
40. To work in a flexible manner towards changes / needs of the business
41. Ability to communicate at all levels
42. Quick to assist and problem solve
43. Walk around and building checks
44. Accident reporting
45. Outdoor checks including smoking shelters, pathways and outdoor areas
46. Cover in other buildings and site re sickness and holidays
47. Undertake tasks requested by BAE Link Lead
48. Support BAE events and charity days within Link buildings
What we are looking for / Qualifications and Experience:
49. Demonstrated ability to contribute as a member of a team to achieve positive outcomes and provide quality service to customers
50. 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
51. Knowledge of Workplace Health and Safety (WH&S) Practises and Policies
52. Proven ability to provide a high level of customer service
53. 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
54. Previous knowledge of skype is desirable, but not essential
55. Previous knowledge of Microsoft systems (word, excel ect) desired but not essential
56. Computer Proficiency
57. Ability to work independently if needed
58. At least 2 years of a training background or customer service role is desirable
59. Previous knowledge of desk booking systems is also desirable but not essential
60. Ability to gain SC Clearance
Other factors:
61. Smart, presentable and a professional appearance, work uniform always clean and pressed
62. Hygienic to the highest standards
63. Well organised with the ability to prioritise workloads
64. The ability to multitask and work in a fast-paced environment
65. Personable and approachable
66. Must have a flexible approach
67. Good communication skills in both verbal and written formats
68. 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 .