Customer Care Representative

At Iron Mountain we know that work when done well makes a positive impact for our customers our employees and our planet. Thats why we need smart committed people to join us. Whether youre 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 225000 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 lets start the conversation.

The Role

Iron Mountain are seeking an experienced Customer Care Representative to join our team in Livingston.

This is an office based role for the first 6 weeks then there is the opportunity for it to be homebased 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 (KPIs). 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 selfserve and other IM products in line with customer needs

• Support in customer training of online selfserve tools and education of IM products

• Proactive 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 / GSuite

• Thorough investigative skills

• Sound analytical skills

• Confident in multitasking

Iron Mountain is a global leader in storage and information management services trusted by more than 225000 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.

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.