Customer Care Specialist (Part Time)

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.

At Iron Mountain, our Customer Care team is crucial to our client relationships. We are the main point of contact for our diverse customer base, providing outstanding service and ensuring their needs are met with precision. This involves resolving inquiries, processing requests, and offering solutions for our secure storage, information management, and logistics services. You'll be key to maintaining high customer satisfaction and delivering the quality our clients expect.

This is a part time role at 25 hours a week, however, we are flexible on working hours. Business hours are between 8:30 - 5pm, Monday to Friday with an opportunity to work from home 4 days a week once probation is completed.

The Role

Iron Mountain is seeking a Customer Care Specialist to join our UKIN Customer Care team. In this role, you will be responsible for providing exceptional service by investigating and resolving level 2 enquiries, with a specialised focus on fully investigating and resolving customer disputed debt and invoicing issues.

You will join a team that thrives on continuous improvement and embraces a "customer first" approach to protect what our customers value most.

What You'll Do

In this role, you will:

• Resolve Disputed Debt and Enquiries: Own and investigate customer generated issues across all products, specifically performing deep dive investigations into disputed invoices to ensure full resolution in accordance with KPIs.
• Collaborate with Internal Stakeholders: Partner with regional districts, customer teams, and wider business functions to resolve complex queries and challenge behaviours where required to achieve timely outcomes.
• Ensure Data and Process Compliance: Maintain accurate data capture and reporting for stakeholders while ensuring all work adheres to established IM processes, regulatory standards, and service level agreements.

What You'll Bring

The ideal candidate will have:

• Proven experience in a customer facing role, specifically within a complex service environment or debt dispute resolution.
• Strong knowledge of case management and billing processes, with the ability to use critical thinking to identify solutions for level 2 enquiries.
• Proven ability in problem solving and stakeholder management, demonstrating the tenacity to influence team success while keeping the customer at the heart of all decisions.
• A highly motivated and professional work ethic, with the flexibility to adapt to change and a commitment to acting with integrity.

What We Offer

• Location: Livingston.
• Flexible Work Options: Opportunity to work from home 4 days a week once training is completed to support work life balance.
• Competitive Compensation: Salary and benefits package aligned with your experience.
• Comprehensive Benefits: Includes health, wellness, and retirement plans, alongside generous paid time off and holidays.
• Growth Opportunities: Access to continuous learning and professional growth within a global industry leader.

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.

If you have a physical or mental disability that requires special accommodations, please let us know by sending an email to . 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: J