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 and dedicated customer support within the UKIN Customer Care Department. Working closely with all business functions, investigating and resolving customer issues and level 2 enquiries/processes in accordance with service level agreements and performance metrics (KPI’s). Building, developing and maintaining strong customer relationships. Subject Matter Expert, with excellent knowledge of the UKIN business, products, systems and structures, providing support across all UKIN functions.   

Overall Key Accountabilities  

Create, develop and maintain strong customer relationshipsCustomer specific awareness and dedicated supportAwareness of customer bespoke processes, providing accurate root cause analysis and complete remedial actions to prevent repeated customer issuesProactively identify initiatives and look to create efficiencies through regular customer process reviewsKey stakeholder management – Internal and External – allowing for effective communicationCreate customer bespoke MI, tailored to customer requirementsInput information and attend Monthly/Quarterly customer service/business reviews with key stakeholdersInvoice analysis, review of customer spend and ensuring accurate customer billing informationIdentify opportunities for self-serve and other IM products in line with customer needsSupport in customer training of online self-serve tools and education of IM productsPro-active internal management of Destruction requests through to fulfilment and production of Certificate of DestructionEfficient reporting of destruction volumes and exceptions to ensure inventory is audit/GDPR alignedLead and support account restructuresDedicated customer onboarding supportLiaising with the wider Care teams to support the resolution of customer queries in a timely and professional manner.To 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 propositionTo carry out other duties deemed necessary by Iron Mountain management within the wider function.Support Customer Care Management Team with mentoring and Coaching - imparting your own experiences on to the CCR's to guide them in support of our customersProduct Training - using your knowledge to train your colleagues on products, processes and proceduresMaintain a wider business/commercial awarenessSubject Matter Expert - using your experience and knowledge on all products and processesMaintain extensive product knowledgeDevelop strong working relationships and work collaboratively with internal stakeholders and confidently and appropriately challenging behaviours where requiredEffective case management in adherence with agreed SLA’s

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 functionsActively seek new ways to help improve customer process and propose changes to improve the quality of service delivered and reduce costsBuilds and maintains close customer relationshipsComplete all work to a high quality and exceed levels of customer satisfactionAbility to work shifts needed to support customer and business needs.No direct leadership responsibility but may provide subject matter expertise to CCR.Makes decisions within established guidelinesEnsure that customer requirements are resolved in accordance with SLA and performance metrics.

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