Customer Service Apprentice

Overview

Job Title: Customer Service Apprentice

Reports to: Front of House Team Leader

Location: BAE Systems, Warton & Samlesbury

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 also involves being the Link User’s point of contact, reviewing bookings via the Kiosk booking system/platform, having general knowledge of the services available, reviewing and providing feedback to the Team Leader, and providing support to the Supervisors.

The Customer Services Liaison plays a pivotal role in delivering a high-quality service to our customers, 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 identifying defects, reporting and coordinating corrective actions, and maintaining 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.

Responsibilities

• 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 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
• 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 reallocate 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 the first point of contact for all calls and correspondence relating to desk and room bookings
• Support hospitality bookings for the building (deliveries and collection)
• Help/advice 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

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 etc) 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