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 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

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.

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.

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.

Requisition: J0078293