Job Title: Customer Liaison Representative (Link & Hive)

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

Location: BAE Systems, Brough

_____________________________________________________________________

________________________________________________________________________

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 welcome 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 systems of working 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, The individual will proactively identify defects, report and coordinate corrective actions and maintain high standards within the building. Individual will have a keen eye for detail and an ability to understand and ensure customer needs are being met.  

Hours of working:  

38.5 Hours per week between the following hours: 

Monday – Thursday  

To cover the hours of 07:30 – 17:30   

(These are covered with 2 shift patterns)

Friday 07:30 – 12:00   

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

Accountabilities, Key activities Include but are not limited to: 

• Meet and greet customers 
• Check customers in on the register 
• Book desks for customers 
• Book rooms for customers / groups 
• Add attendees to bookings on arrival 
• Source availability of rooms  
• Moving attendees to alternative rooms to ensure VIP visits take priority 
• Liaise with cleaners, security and facilities when required 
• Escort attendees to rooms or advise of location of rooms 
• Assist with set up of AV equipment 
• Troubleshoot technical problems  
• Resourcing additional equipment such as cables 
• Put specialist DSE equipment in place 
• Manage IT amnesty  
• Daily morning and afternoon checks of all printers 
• Daily morning and evening checks of rooms 
• Daily morning and evening checks of desks 
• Distributing footrests if required 
• Distributing laptop risers 
• Supporting Link visitors with Peeps 
• Fire Marshal support 
• First Aid support 
• Assisting with catering deliveries / layouts 
• Removal of left over catering / equipment in rooms in the evenings 
• 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 
• Signposting Link users to security for pass access issues 
• Assist Link users with Matrix booking system (how to book) 
• Reporting building faults to 2000 
• Log and monitor maintenance jobs reported on the shared drive 
• Add users to specific Matrix groups 
• Monitoring stationary levels  
• Notify Service Reps of any jobs required on a daily basis 
• Facilitate change overs during the day where required 
• Check kitchens on a daily basis 
• Check fridges weekly 
• Excellent communication skills 
• All mandatory training to be kept up to date 
• To work in a flexible manner towards changes / needs of the business 
• Ability to communicate at all levels 
• Quick to assist and problem solve 
• Walk around and building checks 
• Accident reporting 
• Outdoor checks including smoking shelters, pathways and outdoor areas 
• Cover in other buildings and site re sickness and holidays 
• Undertake tasks requested by BAE Link Lead 
• Support BAE events and charity days within Link buildings 
• Support off site visitors with Matrix bookings  

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  
• Must be able to gain SC clearance

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