Customer Care Specialist

Customer Care Specialist

Livingston Full-Time 28800 - 43200 £ / year (est.) Home office (partial)
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At a Glance

  • Tasks: Provide exceptional customer service and resolve customer issues effectively.
  • Company: Join Iron Mountain, a leader in records management and digital transformation.
  • Benefits: Enjoy flexible working hours and the option to work from home after training.
  • Why this job: Be part of a supportive culture that values your unique contributions and promotes growth.
  • Qualifications: No specific qualifications required; just bring your enthusiasm and willingness to learn.
  • Other info: Work with a diverse team and make a positive impact on customer satisfaction.

The predicted salary is between 28800 - 43200 £ per year.

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 every day 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 stor y while evolving your skills in a culture that will welcome your unique contributions? If so, let\’s start the conversation.

Iron Mountain are currently recruiting for a Customer Care Specialist to join our team in Livingston.

Working hours are between 8:30 – 5pm, Monday to Friday with an opportunity to work from home 4 days a week once training is completed.

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary. We build customer value around the world with a passion for preserving the physical, transforming the digital, and respecting the environmental. We pioneered the industry for global records and information management and have established some of the best customer relationships in the industry with 95% of the Fortune 1000 companies among our 225,000 loyal customers. Here, you’ll bring your expertise and creativity to a workplace that thrives on continuous improvement. Here, you’ll be part of a global workforce that embraces the differences among us. And here, we’ll encourage you to Climb Higher for the benefit of our customers and each other. There is so much more, but enough about us. We can’t wait to hear about YOU.

Job Summary
Providing exceptional customer service within the UKIN Customer Care Department. Working closely with all business functions, investigating and resolving customer issues and level 2 enquiries/processes in accordance with service level agreements and performance metrics (KPI’s).

Overall Key Accountabilities

  • Owning and investigating customer generated issues across all IM products, use critical thinking to identify solutions, escalating to the relevant Customer Care team or relevant business area where first touch resolution is not possible.

  • Liaising with the wider Care teams to support the resolution of customer queries in a timely and professional manner.

  • To promote a ‘customer first’ approach to all activities carried out.

  • To ensure a professional, courteous and pro-active flow of communication between the business and the clients it serves. This will include regular interaction with the customer and all business areas.

  • Promote the Iron Mountain brand and value proposition.

  • Maintain a wider business/commercial awareness

  • Subject Matter Expert – using your experience and knowledge on all products and processes

  • Maintain extensive product knowledge

  • Develop strong working relationships and work collaboratively with internal stakeholders and confidently and appropriately challenging behaviours where required.

  • Effective case management in adherence with agreed SLA’s

  • Ensure accurate data capture/reporting for both internal and external stakeholders

  • Builds effective customer relationships

General Accountabilities

  • Develop and maintain an in-depth knowledge of relevant IM process and procedures

  • Liaise closely with regional districts, customer teams, customer care management and other Iron Mountain functions

  • Actively seek new ways to help improve process and propose changes to improve the quality of service delivered and reduce costs

  • Complete all work to a high quality and exceed levels of customer satisfaction

  • Makes decisions within established guidelines

  • Ensure that customer requirements are resolved in accordance with SLA and performance metrics.

Key Behaviours

  • A highly motivated individual who shows enthusiasm and energy, using positive language with customers and colleagues, able to adapt to change and flexible in approach. Have pride in personal appearance / image, and seek to be professional in all dealings with colleagues and customers

  • Promote Inclusion and Team work – A team player who shows respect for customers and colleagues at all times, pragmatic in approach and able to demonstrate good work ethics during all interactions in a fair and consistent manner

  • Act with Integrity – A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity

  • Take Ownership – Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution

  • Build Customer Value – Must have the tenacity and confidence to challenge the current thinking or trends to influence the success of the team whilst ensuring the customer is at the heart of everything we do

  • Own Safety and Security – Protect ourselves and each other from harm and secure our customer’s assets as if they were our own.

Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.

Requisition: J0048906

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Category: Customer Support #J-18808-Ljbffr

Customer Care Specialist employer: Iron Mountain

Iron Mountain is an exceptional employer that values the contributions of its employees while fostering a culture of inclusivity and continuous improvement. Located in Livingston, the role of Customer Care Specialist offers a supportive work environment with flexible working options, opportunities for professional growth, and a commitment to sustainability and customer satisfaction. Join us to be part of a global team dedicated to making a positive impact on our customers and the planet.
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Contact Detail:

Iron Mountain Recruiting Team

StudySmarter Expert Advice 🤫

We think this is how you could land Customer Care Specialist

✨Tip Number 1

Familiarise yourself with Iron Mountain's services and values. Understanding their commitment to sustainability and customer care will help you align your responses during interviews, showcasing how your personal values match theirs.

✨Tip Number 2

Prepare to discuss specific examples of how you've provided exceptional customer service in the past. Highlighting your problem-solving skills and ability to handle customer issues effectively will demonstrate your fit for the Customer Care Specialist role.

✨Tip Number 3

Network with current or former employees of Iron Mountain on platforms like LinkedIn. Engaging with them can provide insights into the company culture and expectations, which can be invaluable during your interview.

✨Tip Number 4

Showcase your adaptability and teamwork skills. Iron Mountain values individuals who can work collaboratively and adapt to change, so be ready to share experiences that highlight these qualities.

We think you need these skills to ace Customer Care Specialist

Exceptional Customer Service Skills
Critical Thinking
Problem-Solving Skills
Effective Communication Skills
Team Collaboration
Attention to Detail
Time Management
Adaptability
Data Capture and Reporting
Knowledge of Service Level Agreements (SLAs)
Commercial Awareness
Conflict Resolution
Proactive Approach
Customer Relationship Management

Some tips for your application 🫡

Understand the Role: Before applying, make sure to thoroughly read the job description for the Customer Care Specialist position. Understand the key responsibilities and required skills, so you can tailor your application accordingly.

Highlight Relevant Experience: In your CV and cover letter, emphasise any previous customer service experience or roles that required problem-solving skills. Use specific examples to demonstrate how you've successfully handled customer issues in the past.

Showcase Your Soft Skills: Iron Mountain values a 'customer first' approach, so highlight your communication skills, teamwork, and adaptability. Mention instances where you've worked collaboratively to resolve customer queries or improve processes.

Personalise Your Application: Address your cover letter to the hiring manager if possible, and express your enthusiasm for the role and the company. Mention why you want to work at Iron Mountain specifically and how you align with their values.

How to prepare for a job interview at Iron Mountain

✨Understand the Company Values

Before your interview, take some time to research Iron Mountain's values and mission. They focus on sustainability and customer care, so be prepared to discuss how your personal values align with theirs.

✨Showcase Your Problem-Solving Skills

As a Customer Care Specialist, you'll need to demonstrate your ability to investigate and resolve issues. Prepare examples from your past experiences where you successfully handled customer queries or challenges.

✨Emphasise Teamwork and Communication

Iron Mountain values collaboration and effective communication. Be ready to share instances where you've worked as part of a team and how you maintained positive relationships with colleagues and customers.

✨Prepare for Scenario-Based Questions

Expect questions that assess your critical thinking and decision-making skills. Practice responding to hypothetical scenarios related to customer service, ensuring you highlight your proactive approach and ownership of issues.

Customer Care Specialist
Iron Mountain
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