Customer Liaison Representative

Mitie Group plc.; Frimley; On-site; GBP 20,000 - 25,000; Full time

Job summary

A leading facilities management firm in the UK is seeking a Customer Liaison Representative to provide high-quality service and support at their Frimley location. You will greet clients, manage booking systems, and ensure the facility's standards are met. The position requires strong customer service and organizational skills, with a focus on safety and communication. An attractive benefits package is offered, including flexible working options and opportunities for career progression.

Benefits

Flexible benefits scheme

Cycle-to-work scheme

High-street discounts

Qualifications

• Must have at least 2 years in training or customer service roles.
• Demonstrated ability to manage competing priorities under tight deadlines.
• Knowledge of Workplace Health and Safety policies is essential.

Responsibilities

• Greet and assist customers upon arrival in the facility.
• Manage the booking system for rooms and desks.
• Report security issues and maintain high standards within the building.

Skills

Team contribution

Organisational skills

Customer service

Communication

Computer proficiency

Tools

Microsoft Word

Microsoft Excel

Job description

Job Title

Customer Liaison Representative

Reports to

Front of House Supervisor

Location

BAE Systems, Frimley

Purpose

Better places, thriving communities. 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 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

40 Hours per week between the hours of 07:00 – 17:30. Shift patterns are subject to availability and will be decided upon business needs.

Accountabilities, Key activities

• 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
• Assist with set up of AV equipment
• Troubleshoot technical problems
• Report IT issues to DXC
• Report security issues to Control room
• 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 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 dependent on building occupancy levels
• Top up tea and coffee provisions 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) practices 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
• Must be able to gain SC clearance

Benefits

Our market‑leading flexible benefits scheme provides you with benefits that suit your lifestyle. We have a virtual GP on hand for you and members of your household, so you can get expert advice by video or phone without having to leave your home. We offer financial wellbeing assistance through our Salary Finance scheme, allowing you to access 50% of your earned pay before payday for a small fee. Salary Finance also offers competitive loans. When you join us, we'll give you a link to our flexible benefits platform, Choices, allowing you to customise your benefits to best suit your lifestyle. You can choose from dental insurance, dining cards, coffee clubs, buying technology products at an affordable cost and much more. We give you access to high‑street discounts from thousands of well‑known retailers, gyms and more through our MiDeals platform. We also have a cycle‑to‑work scheme. Life cover is the greater of your equivalent annual salary or a minimum of £10,000, giving peace of mind for your dependants. We also offer a save‑as‑you‑earn scheme, and a Mitie Matching Share Plan (you could even be awarded free shares in Mitie). We award our employees with Mitie Stars as recognition for their hard work, with cash prizes up for grabs each month and a chance to scoop a top prize of £10,000 at the end of the year. Progressing your career is a top priority for us. Since 1987, our 76,000 employees have been maintaining companies globally. We are the UK's leading facilities management and professional services company, and our clients range from household names in banking, critical government sites and hospitals and schools.