Job Information
Iron Mountain Customer Care Specialist 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.
Overall Key Accountabilities
Owning and investigating customer generated issues across all IM products, use critical thinking to identify solutions, escalating to the relevant Customer Care team or relevant business area where first touch resolution is not possible.
Providing accurate root cause analysis and complete remedial actions to prevent repeated customer issues.
Liaising 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 proposition.
To carry out other duties deemed necessary by Iron Mountain management within the wider function.
Online self-serve escalations
Support in creating efficiencies within the Customer Care department through reduction in waste, helping to drive self-serve initiatives, reduce cost and identify revenue leakage.
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 customers
Product Training - using your knowledge to train your colleagues on products, processes and procedures
Maintain a wider business/commercial awareness
Pricing and Contracts – ANC and Account transfers
Subject Matter Expert - using your experience and knowledge on all products and processes
Maintain extensive product knowledge
Develop strong working relationships and work collaboratively with internal stakeholders and confidently and appropriately challenging behaviours where required.
Effective case management in adherence with agreed SLA’s
Ensure accurate data capture/reporting for both internal and external stakeholders
Builds effective customer relationships
Complaints end to end process – Route Cause Analysis, providing feedback to all areas to prevent issues arising again, Keeping the customer informed at all stages of the process,
General Accountabilities
Develop and maintain an in-depth knowledge of relevant IM process and procedures
Liaise closely with regional districts, customer teams, customer care management and other Iron Mountain functions
Actively seek new ways to help improve process and propose changes to improve the quality of service delivered and reduce costs
Complete all work to a high quality and exceed levels of customer satisfaction
Ability 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 guidelines
Ensure 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 customers
Promote 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 manner
Act with Integrity - A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity
Take Ownership - Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution
Build 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 do
Own 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
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: J0079241