Purpose of the role:
The role is responsible for acting as the first point of contact for clients, handling enquiries, complaints and service requirements whilst maintaining regulatory compliance and promoting excellent customer service. Ensuring efficient service delivery and building positive customer relationships.
Main responsibilities of the role:
Customer Interaction
- The role involves responding to inbound calls and ticket enquiries along with online communications from customers and suppliers providing a timely, courteous and accurate information about waste collections, disposal services and recycling requirements as well as pricing. This will include dealing with service issues and complaints, providing resolutions and escalating issues to management when necessary.
Administrative Support
- Customer Service Advisors record and maintain detailed customer information using internal software and CRM systems covering tasks such as booking services, process orders (new and amendments). A requirement to liaise with transport and operational teams required to ensure service delivery aligns with the customers requirements.
Relationship Management
- Maintaining and developing long term relationships with customers is crucial, including following up with customers and identifying potential upsell opportunities whilst ensuring satisfactory outcomes for recurring service issues.
Operational Support
- Customer Service Advisors help monitor service delivery via our inhouse software system and report live service issues and delays to customers, assisting with bin access, heavy waste issues and investigating the root cause for recurring matters whilst maintaining compliance with health and safety legislation and company policies.
Skills & Competencies
- Relevant experience in customer service.
- Dealing with difficult situations calmly.
- Excellent problem-solving ability.
- High level of attention to detail.
- Proficiency in CRM systems, Microsoft Office and Online communications.
- Excellent interpersonal and communication skills.
- Ability to multitask in a fast-paced environment.
- Excellent team player.
Pay: From £25,000.00 per year
Benefits:
- Company pension
- Cycle to work scheme
- On-site parking
Experience:
- Customer service: 2 years (required)
Work Location: In person
