Job Information
Iron Mountain Customer Care Representative (24 hours per week, Fixed Term to 31 Dec 2024) in Livingston, United Kingdom
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 story while evolving your skills in a culture that will welcome your unique contributions? If so, let's start the conversation.
The Role
This is a part time, fixed term contract role up to 31st December 2024. Working hours are 24 hours per week; 9am-2pm Mon-Thurs, 9am-1pm on Friday.
This is an office based role for the first 4 weeks, then there is the opportunity for it to be home-based with occasional office visits for meetings & team events.
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 relationships
Customer specific awareness and dedicated support
Awareness of customer bespoke processes, providing accurate root cause analysis and complete remedial actions to prevent repeated customer issues
Proactively identify initiatives and look to create efficiencies through regular customer process reviews
Key stakeholder management – Internal and External – allowing for effective communication
Create customer bespoke MI, tailored to customer requirements
Input information and attend Monthly/Quarterly customer service/business reviews with key stakeholders
Invoice analysis, review of customer spend and ensuring accurate customer billing information
Identify opportunities for self-serve and other IM products in line with customer needs
Support in customer training of online self-serve tools and education of IM products
Pro-active internal management of Destruction requests through to fulfilment and production of Certificate of Destruction
Efficient reporting of destruction volumes and exceptions to ensure inventory is audit/GDPR aligned
Lead and support account restructures
Dedicated customer onboarding support
About you
Significant experience in a contact centre, customer service environment or administrative background
Strong written and oral communication skills
Strong interpersonal skills
Flexible and customer first team player
Computer literate – Microsoft Office / G-Suite
Thorough investigative skills
Sound analytical skills
Confident in multi-tasking
Category: Customer Support
Iron Mountain is a global leader in storage and information management services trusted by more than 225,000 organizations in 60 countries. We safeguard billions of our customers’ assets, including critical business information, highly sensitive data, and invaluable cultural and historic artifacts. Take a look at our history here.
Iron Mountain helps lower cost and risk, comply with regulations, recover from disaster, and enable digital and sustainable solutions, whether in information management, digital transformation, secure storage and destruction, data center operations, cloud services, or art storage and logistics. Please see our Values and Code of Ethics for a look at our principles and aspirations in elevating the power of our work together.
If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to accommodationrequest@ironmountain.com. See the Supplement to learn more about Equal Employment Opportunity.
Iron Mountain is committed to a policy of equal employment opportunity. We recruit and hire applicants without regard to race, color, religion, sex (including pregnancy), national origin, disability, age, sexual orientation, veteran status, genetic information, gender identity, gender expression, or any other factor prohibited by law.
To view the Equal Employment Opportunity is the Law posters and the supplement, as well as the Pay Transparency Policy Statement, CLICK HERE
Requisition: J0075754