Customer Service Coordinator

TN United Kingdom; Alton; Hybrid; GBP 22,000 - 28,000; Full time

Job summary

An established industry player is seeking motivated individuals for a Customer Service role. This position offers a fantastic opportunity to kickstart your career by delivering exceptional customer service and resolving queries. You'll engage with customers, manage accounts, and collaborate with vendors, all while working in a supportive hybrid environment. Join a passionate team dedicated to making a positive impact in waste management, where your contributions will foster sustainability and community well-being. If you're self-motivated and thrive in a dynamic setting, this role is perfect for you!

Qualifications

• Strong written and verbal communication skills are essential.
• Ability to handle multiple tasks calmly under pressure.

Responsibilities

• Answer incoming calls and respond to emails from customers.
• Take ownership of customer inquiries and handle escalated issues.
• Perform proactive outbound calls to inform customers about service changes.

Skills

Customer Service

Communication Skills

Problem Solving

Data Management

Job description

Customer Service Role at SWR Newstar

The Customer Service role offers a great opportunity for individuals seeking to start their career by delivering exceptional customer service and resolving queries for SWR Newstar, a standalone waste management broker acquired by Biffa in 2019.

Location: Alton, Hampshire

Hours: Full Time - Monday to Friday, 8.30am - 5pm - Hybrid working

Type: Permanent

Your Core Responsibilities

1. Answer incoming calls and respond to emails from customers within set SLAs/KPIs.
2. Listen to and understand customer needs.
3. Take ownership of customer inquiries and handle escalated issues or complaints per procedures.
4. Engage with vendors regarding customer queries or complaints related to vendor services.
5. Administer customer accounts, including data cleansing, account setup, report collation, bookings, and invoice queries.
6. Communicate with depot network to resolve customer issues.
7. Meet metrics for call and case quality, productivity, and KPIs to ensure excellent customer experience.
8. Perform proactive outbound calls to inform customers about service changes or other key information.
9. Demonstrate strong written and verbal communication skills.
10. Work independently and collaboratively within a team.
11. Be self-motivated and proactive in tasks.
12. Handle multiple tasks calmly under pressure.
13. Maintain exceptional attention to detail.
14. Work efficiently with minimal supervision.

About Biffa

At Biffa, we are passionate about waste management—turning waste into sustainable power, recycling, and keeping communities clean. With over 11,500 employees, we are the UK's leading waste management company, committed to making a positive impact.

Our Commitment to Diversity

We value inclusivity and believe diverse perspectives foster a creative and effective work environment. We champion diversity, equity, and inclusion to reflect our communities and achieve the best outcomes for colleagues, customers, and stakeholders.