Customer Service Representative

EE Limited; Stratford-upon-Avon; On-site; GBP 30,000 - 40,000; Full time

Job summary

A service provider in compliance management is seeking an EPR Customer Representative to support key customers by ensuring timely submissions and effective communication. This role involves managing accounts related to various environmental legislations, providing bespoke training, and leading customer meetings. Candidates should possess strong communication, planning, and IT skills, with a customer-centric approach. The position offers a competitive benefits package, including bonus schemes and comprehensive leave policies.

Benefits

Annual bonus up to 10%

25 days annual leave plus bank holidays

Private medical insurance

Qualifications

• Strong communication skills required for liaising with customers and consultants.
• Proactive and solution-oriented thinking is essential.
• Familiarity with industry practices around compliance and regulations.

Responsibilities

• Manage accounts covering Producer Responsibility legislation.
• Collaborate with EPR Data Consultants and Insights Analysts.
• Facilitate communication between Valpak and its customers.

Skills

Written and verbal communication

Customer-centric approach

IT literacy in MS Suite

Problem-solving ability

Planning and organisational skills

Education

A level standard or equivalent

Degree level or equivalent

Job description

Overview

As the EPR Customer Representative you will support a portfolio of our key customers by being the primary point of contact. Your main responsibilities include working collaboratively with the EPR Data Consultant to ensure timely and accurate submissions for our key customers, maximising the value they derive from our services, addressing issues proactively, ensuring customer goals are understood and met, and leading upselling opportunities. This role requires a highly motivated, pro‑active individual who thrives on delivering customer service excellence, sustaining long‑term relationships, and contributing to service development based on customer feedback.

Key Accountabilities

• Manage a portfolio of accounts covering all Producer Responsibility legislation (Packaging, EPR, Plastic Packaging Tax, WEEE and Batteries) across a multi‑tiered service offering.
• Communicate effectively with EPR Data Consultants to ensure the customer’s critical path is created, shared and adhered to.
• Ensure progress, customer queries and expectations are shared with the Data Insights Analyst.
• Work in partnership with the EPR Data Consultant to ensure all submissions are planned and delivered prior to deadlines.
• Ensure that data submitted to the relevant authorities complies with legal requirements and regulations.
• Attend and lead audits of client data collection methods and submissions.
• Provide bespoke training and support to customers.
• Maintain an up‑to‑date understanding of the wider industry, hot topics, policy updates and service developments.
• Build and maintain strong working relationships with customers.
• Facilitate free‑flow communication between Valpak and customers.
• Share insights between customers and Data Insight Analysts.
• Lead customer meetings and represent Valpak at audits and events.
• Identify and understand customers’ needs and goals, and collaborate with the operations team to deliver service innovations and enhancements.
• Use a comprehensive knowledge of Valpak services to generate cross‑sell and upsell opportunities.

Qualifications

• Excellent written and verbal communication skills.
• A customer‑centric approach.
• Ability to quickly assimilate large quantities of technical information.
• Highly IT‑literate in MS Suite.
• Solution‑oriented problem‑solving ability.Collaborative working style.
• Excellent planning, scheduling and organisational skills.
• Full, clean UK driving licence.
• Minimum: Educated to at least A level standard or equivalent.
• Desirable: Degree level or equivalent.

Benefits

• Participation in our annual Incentive Plan (VIP) – up to 10% bonus.
• 25 days annual leave plus bank holidays, a volunteering day and your birthday off!
• Option to buy and sell up to 9 days annual leave.
• Access to voluntary benefits including private medical insurance, cycle‑to‑work scheme, and subsidised gym membership.
• Automatic inclusion in Life Assurance, Critical Illness and Disability Income protection schemes.
• Pension scheme up to 8% employer contribution.
• Access to reward & discount platform.
• Wellbeing initiatives.