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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

Shift patterns are subject to availability and will be decided upon business needs.

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
• Respond to the Matrix email inbox
• Respond to the Link shared email inbox
• Send out confirmation emails for all bookings
• 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 co-ordinate 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 Policies
• Proven ability to provide a high level of customer service
• 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
• Previous knowledge of skype is desirable, but not essential
• Previous knowledge of Microsoft systems (word, excel ect) desired but not essential
• Computer Proficiency
• Ability to work independently if needed
• At least 2 years of a training background or customer service role is desirable
• Previous knowledge of desk booking systems is also desirable but not essential

Other factors:

• Smart, presentable and a professional appearance, work uniform always clean and pressed
• Hygienic to the highest standards
• Well organised with the ability to prioritise workloads
• The ability to multitask and work in a fast-paced environment
• Personable and approachable
• Must have a flexible approach
• Good communication skills in both verbal and written formats
• Must be willing to undertake further training if needed