Iron Mountain Customer Care Jobs

y Policy Statement, <a href="">CLICK HERE</a><br><br><strong>Requisition:</strong> J00

Job Information

Iron Mountain Regional Customer Care Lead - Northern Europe in Livingston, United Kingdom

At Iron Mountain we protect what our customers value most, from the everyday to the extraordinary, while helping them bridge the physical and digital world. Our people have the opportunity to bring their creativity to a workplace that thrives on change. Here, you will be part of a team that doesn’t just embrace what’s exceptional. It creates exceptional.

Iron Mountain is seeking a Customer Care lead for our Northern Europe cluster. This appointment is part of our strategy to align our Customer Care functions and provide consistent, world class Customer Service across the globe.

Our Northern Europe Cluster includes the UK, Ireland and the Nordics. This role will manage around 100fte and will involve regular visits to our office in Livingston. Additional travel to other sites in Europe and beyond will also be required occasionally.

What you will do

  • Drive business strategy to deliver end to end customer experience for our customers across the cluster.

  • Provide exceptional strategic leadership, clear direction and continuous guidance to the in country Customer Care Leadership team ensuring a consistent high level of service is provided to all Iron Mountain customers.

  • Lead & drive an informed, innovative and high performing culture by enabling our teams to drive their own development, resulting in Customer Care being recognised as a true centre of excellence sharing best practice across our Global Organisation

  • End to end responsibility for all Customer Care functions including: Multi-channel customer contact (voice, email, chat and self-service) servicing customers’ requests (orders, enquiries, issues and complaints), New & Renewal Contracts & Rate, Customer Complaints & Red Flags and others

What you will bring

  • Experience in leading a high performing Customer Service / Customer Care team

  • Business to business experience

  • Demonstrable history of guiding and implementing Customer Service strategy in a multi-channel environment

  • A highly motivated individual who shows enthusiasm and energy, using positive language with customers and colleagues

  • 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

  • A reliable, loyal and trustworthy individual who demonstrates a high degree of integrity

  • Taking personal ownership for customer issues whilst pursuing all avenues to ensure a satisfactory resolution

  • 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

  • Able to adapt to change and flexible in approach

What we offer

  • A very competitive basic salary and performance related bonus

  • Hybrid working

  • Flexible benefits scheme

  • A defined and achievable career path

  • Be part of an ever evolving global organisation focused on transformation and innovation

  • A support system where you have a safe place to voice your opinion, share feedback, and be your true authentic self

  • Global connectivity to learn from 26,000+ teammates across 52 countries

  • Be part of a winning team who embrace diversity, inclusion, and our differences


Category: Customer Services & Support Group

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: J0037160