Customer Care Representative - Livingston, United Kingdom
At Iron Mountain, we know that work, when done well, makes a positive impact for our customers, our employees, and our planet. That’s why we need smart, committed people to join us. Whether you’re looking to start your career or make a change, talk to us and see how you can elevate the power of your work at Iron Mountain.
We provide expert, sustainable solutions in records and information management, digital transformation services, data centers, asset lifecycle management, and fine art storage, handling, and logistics. We proudly partner with our 225,000 customers around the world to preserve their invaluable artifacts, extract more from their inventory, and protect their data privacy in innovative and socially responsible ways.
Are you curious about being part of our growth story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
The Role
Iron Mountain’s Customer Care team in Livingston, Scotland, delivers exceptional support to a diverse customer base by addressing inquiries, resolving issues, and managing account needs across various channels. The team collaborates with internal departments to ensure seamless service delivery, maintain accurate records, and uphold compliance, all while fostering customer satisfaction in a fast-paced, dynamic environment.
This is an office-based role for the first 4 weeks, then there is the opportunity for it to be home-based with occasional office visits for meetings & team events.
Overall Key Accountabilities
1. Create, develop and maintain strong customer relationships
2. Customer specific awareness and dedicated support
3. Awareness of customer bespoke processes, providing accurate root cause analysis and complete remedial actions to prevent repeated customer issues
4. Proactively identify initiatives and create efficiencies through regular customer process reviews
5. Key stakeholder management – Internal and External – allowing for effective communication
6. Create customer bespoke MI, tailored to customer requirements
7. Input information and attend Monthly/Quarterly customer service/business reviews with key stakeholders
8. Invoice analysis, review of customer spend and ensuring accurate customer billing information
9. Identify opportunities for self-serve and other IM products in line with customer needs
10. Support in customer training of online self-serve tools and education of IM products
11. Pro-active internal management of Destruction requests through to fulfilment and production of Certificate of Destruction
12. Efficient reporting of destruction volumes and exceptions to ensure inventory is audit/GDPR aligned
13. Lead and support account restructures
14. Dedicated customer onboarding support
About You
1. Significant experience in a contact centre, customer service environment or administrative background
2. Strong written and oral communication skills
3. Strong interpersonal skills
4. Flexible and customer-first team player
5. Thorough investigative skills
6. Sound analytical skills
7. Confident in multi-tasking
Iron Mountain is committed to intentionally creating and supporting an inclusive and diverse workforce. Do you want to know more about our DEI efforts? Click here.
At Iron Mountain, we challenge ourselves and inspire others to create innovative business solutions that make a positive environmental and social impact. Do you want to know more about our sustainability efforts? Click here.
Employee Resource Groups
Do you want to get involved and make a difference? By joining Iron Mountain, you can also be part of our Employee Resource Groups.
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