Customer Liaison

Customer Liaison

National Grid introduced SmartWorkspace (SWS) to their National Grid Warwick office. The SmartWorkspace is an environment with a selection of work settings to choose from to suit the type of work our customers are doing on that day. They do not ‘own’ a particular desk but share desks in designated business unit areas. The environment is run under a set of workplace etiquettes agreed by those based on the floor plate. The Customer Liaison team manages the SWS floors, ensuring that all areas are set up to agreed standards that meet the customer needs

Customer Liaison will be responsible for the welcome factor for Smart Workspace within National Grid and be knowledgeable of the workplace sharing principles with a full understanding of the facility to offer to the customers by undertaking a comprehensive range of front of house duties including but not limited to:

• Ambassador for SmartWorkspace environment
• Educate and enforce the etiquettes of SmartWorkspace
• One stop shop service for customers in relation to all office services
• Customer interaction – support, feedback gathering, understanding future requirements
• Providing training on audio visual equipment and facilities to customers
• Monitoring utilisation and provide reports and recommendations based on results
• Storage management
• Providing ad-hoc support to the Mail Room services and courier deliveries
• Meeting room management to include; set up and break down, cable management, audio visual support and light cleaning duties
• Floor management to include; enforcing the clear desk policy, replenishing stock, report/fix faults when required, wires and cabling, cleanliness, furniture and set up, reporting H&S issues
• Multifunctional device paper and toner refills and first line fix
• Event coordination and set up
• To maintain a high standard of customer care
• To safely manage all daily activities
• All in line with safe working practices and the Service Level Agreements
• To work effectively and adhere to all company (14forty FM & National Grid), local procedures and instructions

Duties:

• To be polite, professional, and friendly at all times with customers, clients, and colleagues
• Providing a warm and informative welcome to NG employees and introducing them to the area and its facilities
• You will be extremely customer-focused and be able to deal with enquiries and queries in a proactive and efficient manner, ensuring guest satisfaction at all times
• You will manage the floors assigned to you to ensure a high standard is maintained in relation to; cleanliness, maintenance and snagging, equipment and stationery, and training and support for all customers
• Detail-oriented and able to forecast what will be needed for the weeks ahead
• You will demonstrate a can-do attitude towards individual customer requests and strive to exceed customer expectations
• Answers questions regarding the office space, its uses, technical offers an audio/visual capabilities
• Provide training to customers and colleagues on the audio-visual equipment on site
• Directly works with all on-site teams for consistent service, troubleshooting, equipment problems, and solving technical issues
• You will seek customer feedback, passing information gained onto your line manager
• To assist in all additional support services where applicable if correct training has been provided and verified, liaising with hospitality, cleaning, mailroom, and reception teams
• Demonstrate a continuous effort to improve operations, decrease turnaround times, streamline work processes, and work cooperatively and jointly to provide quality seamless customer service
• Ensuring contingency plans are in place for any potential problems
• Provide monthly, concise analysis of usage against agreed targets in regard to utilisation of desks and meeting rooms and future proofing the space for upcoming customer demands/changing needs

Person specification

• Is passionate about delivering excellent customer service and support services to our clients and customers
• Acts with honesty and integrity
• Creative and experimental in order to introduce new ideas to prospective clients
• Exceptional interpersonal skills both in person and by phone, with high professionalism and excellent written and spoken English
• High expectations for quality and an eye for detail
• High standard of personal presentation
• Ability to manage multiple projects and work assignments
• Ability to accomplish projects with little supervision
• Takes the opportunity to continuously learn and grow

Essential

• Good communication skills in order to be able to liaise with a wide range of stakeholders, management team members, colleagues and customers within your work environment
• Able to comply with legislation and follow all rules and regulation laid down in the staff handbook and unit policy statements, with regard to uniform, personal hygiene, health and safety
• Ability to work under pressure whilst maintaining a positive attitude
• Good personal time management skills
• Good IT skills, with knowledge of Microsoft Office Suite
• Flexible approach to working hours and environment

• Exclusive travel discounts with TUI, Expedia, Booking.com and many more
• Save money on your food shop with discounts on Tesco, Sainsbury's, Morrisons and many more
• Up to 44% off cinema tickets to enjoy your favourite blockbuster
• Regular emails filled with the best discounts and savings available
• Receive Wow Points every time you spend and use them on a wide range of brands
• Un-wind with us with free wellness, mindfulness and exercise classes
• You can share all discounts and offers with your friends and families
• Contributory pension scheme
• Grow your career with our Career Pathways programme
• Free Gym via Nuffield Health & Fitness
• Onsite parking / free shuttle bus from the local train station
• Restaurant and Costa Coffee outlet
• Access to Perks at Work – staff retail discount scheme