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:
1. Meet and greet customers
2. User registration
3. Manage the Booking System
4. Source availability of rooms/desks for customers/groups
5. Book desks/rooms for customers/groups
6. Respond to the Link shared email inbox
7. Send out confirmation emails for all bookings
8. Request attendees for bookings when not added
9. Manage no show information on a daily basis
10. Contact no shows to reiterate booking and cancelling procedure
11. Assist Link users with the booking system (how to book)
12. Special Requirements – ergonomic chairs etc
13. Support PEEPS – provision of evac chairs when requested
14. Query Response
15. Monitoring of office Consumables
16. Maintain updated signage around facilities using templates
17. Floor Walk including filling/emptying of the dishwashers (where installed)
18. Cleaning of cups in kitchens if required
19. Daily morning and afternoon check of all printers
20. Daily morning and evening checks of rooms
21. Daily morning and evening checks of desks
22. Hourly walk arounds to take registers of customers in the buildings
23. Resetting of desks including removing any rubbish and tidying keyboards mice etc
24. Ensure Building information leaflets are displayed
25. Control Special Equipment – Jabra, ergonomic chairs, flip chart etc
26. Report maintenance issues
27. Assist with set up of AV equipment
28. Troubleshoot technical problems
29. Report IT issues to DXC
30. Report security issues to Control room
31. Report AV issues to Visavvvi
32. Escalation of issues to the CEM
33. First port of call e.g. broken cable
34. Fire Marshall
35. First Aid
36. Support Continuous Improvement activities
37. Daily Handover to Security (end of day process)
38. Familiarise new visitors to the building and how the areas function
39. Book visitors in using the visitors booking tool
40. Escalate any booking conflicts to the BAES nominated point of contact for the area and re allocate resources (desks / rooms) as instructed
41. Control security access from reception desk where appropriate
42. When requested, escort visitors from the main gate
43. Reconfigure furniture and movable walls in line with booking requirements
44. Organise post collection and sign for delivery parcels
45. Floor walk, keeping the facility tidy
46. Support continuous improvement activities
47. Support Security department to undertake audits and resolve conflicts
48. Be 1st point of contact for all calls and correspondence relating to desk and room bookings
49. Support hospitality bookings for the building (deliveries and collection)
50. Help / advise redistribution of food across neighbouring outlets dependant on building occupancy levels
51. Identify booking ‘no shows' and contact them
52. Top up tea and coffee provisions and coffee machines and keep the area clean and tidy
What we are looking for / Qualifications and Experience:
53. Demonstrated ability to contribute as a member of a team to achieve positive outcomes and provide quality service to customers
54. 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
55. Knowledge of Workplace Health and Safety (WH&S) Practises and Policies
56. Proven ability to provide a high level of customer service
57. 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
58. Previous knowledge of skype is desirable, but not essential
59. Previous knowledge of Microsoft systems (word, excel ect) desired but not essential
60. Computer Proficiency
61. Ability to work independently if needed
62. At least 2 years of a training background or customer service role is desirable
63. Previous knowledge of desk booking systems is also desirable but not essential
Other factors:
64. Smart, presentable and a professional appearance, work uniform always clean and pressed
65. Hygienic to the highest standards
66. Well organised with the ability to prioritise workloads
67. The ability to multitask and work in a fast-paced environment
68. Personable and approachable
69. Must have a flexible approach
70. Good communication skills in both verbal and written formats
71. 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.