Customer Liaison Representative - Preston, United Kingdom - Mitie

Mitie

Verified Company

Preston, United Kingdom

2 weeks ago

Posted by:

Tom O´Connor

beBee Recruiter

Description

Job Title:
Customer Liaison Representative (Link +)

Reports to:
Corporate Account Manager Front of House, day to day duties to report to Supervisor

Location:
BAE Systems, Warton

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 Matrix 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 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.

Current Working Hours:42.

5 Hours per week between the following hours:
Monday - Thursday 2 shifts of 07:00 - 19:00, 2 shifts of 07:00 - 14:00, Friday 07:00 - 15:00

New Proposed Working Hours:40 Hours per week between the following hours:
Monday - Thursday 07:00 - 17:30, Friday 07:00 - 13:00

Salary:
£24,102 - £24,704

Accountabilities, Key activities Include but are not limited to:

Meet and greet customers
User registration
Manage the Booking System
Source availability of rooms/desks for customers/groups
Book desks/rooms for customers/groups
Request attendees for bookings when not added
Manage no show information on a daily basis
Contact no shows to reiterate booking and cancelling procedure
Assist Link users with Matrix booking system (how to book)
Add users to specific Matrix groups
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 including filling/emptying of the dishwashers (where installed)
Daily morning and afternoon check of all printers
Daily morning and evening checks of rooms
Daily morning and evening checks of desks
Ensure Building information leaflets are displayed

Control Special Equipment

Jabra, ergonomic chairs, flip chart etc
Report maintenance issues 2000
Assist with set up of AV equipment
Troubleshoot technical problems
Report IT issues to DXC
Report security issues to Control room
Report AV issues to Visavvvi
Escalation of issues to the CEM
First port of call e.g. broken cable
Fire Marshall
First Aid
Support Continuous Improvement activities
Daily Handover to Security (end of day process)
Arrange disposal of unwanted/broken IT handed in by employees
IT amnesty
Familiarise new visitors to the building and how the areas function
Book visitors in using the visitors booking tool
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
Floor walk, keeping the facility tidy
Support continuous improvement activities
Support Security department to undertake audits and resolve conflicts
Be 1st 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
Identify booking 'no shows' and contact them
Top up tea and coffee provisions and coffee machines and keep the area clean and tidy

What we are looking for / Qualifications and Experience:

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 coordinate 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) Practises and Polic