At a Glance
- Tasks: Welcome and assist customers, manage bookings, and maintain a tidy facility.
- Company: Join BAE Systems, a leader in innovative technology and customer service.
- Benefits: Competitive hourly rate, professional development, and a dynamic work environment.
- Other info: Flexible hours and opportunities for growth in a supportive team.
- Why this job: Be the face of our facility and make a real difference in customer experiences.
- Qualifications: Strong communication skills and a passion for customer service are essential.
The predicted salary is between 35000 - 40000 £ per year.
Reports to: Front of House Team Leader
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 face of the Link Facility.
This role is also designed for, being the Link Users point of contact, review Bookings via the Kiosk booking system/platform, general knowledge of the services available, reviewing and providing feedback to Team Leader, 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.
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.
Hourly Rate - £13.45
Accountabilities, Key activities Include but are not limited to
- Meet and greet customers
- Manage the Booking System
- Source availability of rooms/desks for customers/groups
- Respond to the Link shared email inbox
- Manage no show information on a daily basis
- Assist Link users with Kiosk booking system (how to book)
- 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, keeping the facility tidy, including filling/emptying of the dishwashers (where installed)
- Daily morning and afternoon check of all printers
- Daily morning and afternoon checks of rooms
- Daily morning and afternoon checks of desks
- 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
- Fire Marshall
- First Aid
- Support Continuous Improvement activities
- Daily Handover to Security (end of day process)
- Issuing of temporary daily security passes
- Familiarise new visitors to the building and how the areas function
- 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
- 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
- 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
- Ability to gain SC Clearance a must
- #J-18808-Ljbffr
Customer Liaison Representative in Blackburn employer: Mitie Group plc.
Mitie Group plc. is an excellent employer that values its team members by providing a supportive work environment in Tutnalls, where collaboration and reliability are key. With flexible part-time hours, employees can enjoy a healthy work-life balance while benefiting from opportunities for personal growth and development within the company. Join us to be part of a dedicated team that prioritises safety, cleanliness, and exceptional service.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Liaison Representative in Blackburn
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Mitie Group plc.. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Mitie Group plc. before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Liaison Representative in Blackburn
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Mitie Group plc.:Your cover letter is your chance to shine! Tell us why you want to work at Mitie Group plc. specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Mitie Group plc.!
How to prepare for a job interview at Mitie Group plc.
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
