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.

Job Summary

Providing exceptional customer service within the UKIN Customer Care Department. Being the first point of contact for all customer enquiries, providing prompt and professional customer support, owning resolution or escalation as appropriate ensuring total customer satisfaction. Answering customer telephone enquiries, liaising with all departments and investigating customer issues. Processing orders received by phone, fax or email whilst aspiring to deliver a world class service in accordance with service level agreements and performance metrics (KPI’s).

Key Accountabilities

Through incoming customer phone calls and emails, provide information about services, take, enter and process orders and obtain details of issues/complaints. Attempt to resolve customer enquiries through first contact resolution.First touch issue resolution - 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 IM Department where first touch resolution is not possible.Liaising with the Shared Service Centre team to support the resolution of customer queries in a timely and professional manner, including but not limited to:Email and fax order processing - the keying of manual orders on to our internal systems in a timely and accurate manner;Email and fax indexing - the process of signposting email and fax traffic that arrives within the department to a specific areaTelephone & Email Call-backs and Service Advice - proactive process for informing customers of unfulfilled orders and to advise customers of any unexpected delays to their serviceGenerate bespoke orders over multiple systems, ensuring accuracy and effective communication with both internal and external customersReview audit reports received from third party suppliers and convert information to be accepted by IRM systemsProvide support to IRM teams, ITAD Partners and clients relating to ITAD requests/servicesGenerate quotes on behalf of the IRM Commercial team to be issued to the prospective and existing clientsCreation of orders to service ITAD client requests on receipt of a signed quoteLiaise with other IRM teams to ensure that all services are completed accurately and without any issueAttend calls with IRM teams and clients where required to discuss requirements and queries relating to our ITAD serviceAccurate reporting on all quotes/orders being created, including revenue and marginsCommunicators - internal tracking process to resolve customers enquiriesOutbound calls - contacting customers to discuss any information related to their order requirements and enquiriesMaintain a comprehensive product knowledgeTo 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.   To carry out other duties deemed necessary by Iron Mountain management within the wider function.Liaising with customer and internal teams across multiple European countries - Translation tools will be provided.

General Accountabilities

Develop and maintain an in-depth knowledge of relevant IM process and proceduresLiaise closely with regional districts, customer teams, customer care management and other Iron Mountain functions across Europe.Actively seek new ways to help improve process and propose changes to improve the quality of service delivered and reduce costsComplete all work to a high quality and exceed levels of customer satisfactionAbility to work shifts needed to support customer and business needs.

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 customersPromote 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 mannerAct with Integrity - A reliable, loyal and trustworthy individual who demonstrates a high degree of integrityTake Ownership - Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolutionBuild 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 doOwn Safety and Security – Protect ourselves and each other from harm and secure our customer’s assets as if they were our own.

Category: Customer Support