Customer Liaison Officer - Samlesbury

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Job description

Duties/ResponsibilitiesWe are currently recruiting for Customer Liaison Officers to join our team at Samlesbury, LancashireHours: 2 Days - 07:00 - 19:00 / 2 Days 07:00 - 14:00 / Friday - 07:00 - 15:00Job Purpose: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, as well as promoting EMCOR UK products and services in a positive way. The Customer Services Liaison will also be responsible for facilitating building visitors, area seating planning, replenishing conference consumables, and providing beverages to the visiting delegates.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. Provide reporting and feedback to the Administration Manager as required and any other additional administration tasks required.Duties / Responsibilities / Accountabilities / DeliverablesEMCOR UK Customer facing representative on site for appointed building.Responsible for a wide variety of services and tasks within the building with a focus on customerinteraction.To attend and co-ordinate emergency / urgent works when contacted and informed by theCustomer Contact Centre (Help Desk).Ensure services are conducted in line with the Framework Agreement and that KPIs areachieved, ensuring any issues identified are resolved in a timely fashion.Report and log with the Customer Contact Centre team any out of line event, safety concern,system or breakdown which cannot be resolved (e.g. lights not working, windows broken, trip orslip hazards, heating system not working, leaking taps etc)Utilise service excellence skills and work as appropriate with the Senior Leadership Team todevelop and maintain working relations with customers and client team.To identify and meet the needs of the client, focusing on initiating and welcoming contact andcommunication whilst striving to deliver first class customer service.To support the compilation and implementation of a focused Service Excellence Programme at client site, including customer surveys, monitoring feedback, organising, and facilitating improvement workshops, attendance at customer groups.Identify operational improvements to ensure the continued provision of high quality service to customers, with the ability to recognise potential complaint situations and take effective steps to avoid and or resolve these situations.Where appropriate, work with client and EMCOR UK Administration Manager to develop plans for expanding and enhancing EMCOR UK's service offering.Ensure work is performed in adherence with company policies, procedures and standards and Health and Safety legislation and statutory regulations in order to maintain the integrity of operational activities and safety of employees and provide high quality service to customers.Ensure subcontractors and suppliers' activities are coordinated and that they are fully briefed onthe site rules and regulations prior to the commencement of any work and continue to comply whilst work is being carried out.Co-ordinate and develop contract variations as agreed with client.Compile periodic reports as required and maintain excellent communication with colleagues and the client.Sorting, delivering and collection of post across appointed building.Reconfiguring meeting and conference room furniture and equipment as required.Work closely with the Administration Manager and Senior Leadership Team to ensure consistency of delivery across the business and the application of best practice.Person SpecificationHighly developed level of interpersonal and customer relationship skills.Professional and polished appearance and manner.Previous experience in a similar customer service and/or facilities role preferred.Excellent administrative, organisational, and telephone skills are essential.Methodical, articulate, proactive, with an eye for detail is essential.Good IT skills including Microsoft Office 365.Experience of working in a Total Facilities Management (TFM) environment would be an advantage.