Job Title: Customer Liaison Representative 

Reports to: Front of House Supervisor

Location: BAE Systems 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 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.  

Salary £26,208

Accountabilities, Key activities Include but are not limited to:  

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    Send out confirmation emails for all bookings    Request attendees for bookings when not added    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)  Arrange disposal of unwanted/broken IT handed in by employees – IT amnesty  Familiarise new visitors to the building and how the areas function  Book visitors in using the visitors booking tool   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   The Ability to gain SC Clearance 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