Customer Support Executive

Bristol Waste Company; West of England; Hybrid; GBP 25,000 - 31,000; Full time

Benefits offered by this job

25 days annual leave

5% employer pension contribution

Free BUPA Health Cash Plan

Employee Assistance Programme

Onsite physiotherapist

Cycle to Work scheme

£200 employee referral bonus

Learning and development opportunities

Discounts at retailers

Employee recognition awards

Long service awards

Job summary

Bristol Waste Company is seeking a Customer Support Executive to deliver high-quality customer service and administrative support, guiding onboarding and providing timely responses. You will handle inbound emails, prepare welcome packs, and generate customer reports to help the Commercial Team make informed decisions.

Based in Avonmouth with hybrid work (4 days onsite, 1 day WFH), the role offers a starting salary of £28,000 per year, 37.5 hours per week, with benefits including pension, health

Qualifications

• Proven customer service experience with a focus on onboarding new accounts.
• Excellent written and verbal communication across channels.
• Ability to manage multiple inquiries while maintaining accuracy.

Responsibilities

• Respond to inbound emails and calls promptly with accurate information.
• Prepare and issue welcome packs for new customers.
• Produce routine and ad-hoc customer reports for the Commercial Team.
• Collaborate with Commercial Team to ensure onboarding and support meet standards.
• Maintain up-to-date customer records in CRM and other systems.
• Assist in managing customer escalations with clear updates.
• Identify common issues and suggest process improvements.

Skills

Excellent communication

Phone confidence

Strong customer service

Difficult conversations

Interpersonal skills

Problem solving

Organisational skills

IT literacy

Attention to detail

Teamwork

Reliability / commute

Tools

CRM systems

Microsoft Office

Customer databases

Job description

Location:Avonmouth (Hybrid - 4 days onsite, 1 day WFH)
Salary: £28,000 Per annum
Hours:37.5 hours per week Monday - Friday

About Bristol Waste Company

At Bristol Waste Company, what we do matters. We keep Bristol and the surrounding areas clean, safe and moving. Working in partnership with the council, we support the city’s sustainability goals while delivering high‑quality, value‑for‑money services. Our commercial operations are growing, and we’re looking for people who share our values and want to grow with us.

The Role

To provide high-quality customer service and administrative support, ensuring customers receive timely responses, accurate information, and an excellent onboarding experience. The Customer Support Executive manages inbound email enquiries, prepares and issues customer welcome packs, supports the onboarding of new accounts, and produces customer reports that help the Commercial Team make informed decisions.

Key Responsibilities

• Respond promptly and professionally to inbound customer emails and calls, providing accurate information, resolving queries, and ensuring issues are fully followed through.
• Prepare and issue welcome packs for new customers, ensuring all onboarding documentation is correct, clear, and sent in a timely manner.
• Produce routine and ad-hoc customer reports, including account activity, service usage, contract details, and customer trends.
• Work closely with the Commercial Team to ensure customer satisfaction, service set-up, and ongoing support meet high standards.
• Maintain accurate and up-to-date customer records in all business systems and CRM platforms.
• Assist in managing customer escalations by gathering relevant information, liaising with internal teams, and communicating updates to customers.
• Contribute to continuous improvement by identifying common customer issues, process gaps, or opportunities to enhance the customer experience.

What We’re Looking For

• Excellent communication skills with the ability to communicate clearly, professionally, and confidently with customers via telephone, email, and face-to-face interactions.
• Confidence on the phone, including handling a high volume of inbound and outbound calls while maintaining a positive and professional manner.
• Strong customer service experience, with a focus on resolving queries, providing accurate information, and delivering a positive customer experience.
• Ability to manage difficult conversations calmly and professionally, demonstrating empathy, active listening, and problem-solving skills to resolve customer complaints or concerns.
• Good interpersonal skills with the ability to build rapport and maintain positive relationships with customers and colleagues.
• Strong problem-solving abilities and a proactive approach to finding solutions and escalating issues when required.
• Excellent organisational skills with the ability to prioritise tasks and manage multiple customer enquiries efficiently.
• IT literacy, including experience using CRM systems, Microsoft Office applications, and customer databases.
• Attention to detail to ensure accurate record-keeping and follow-up actions.
• Ability to work both independently and as part of a team in a fast‑paced customer-focused environment.
• Reliable transportation and ability to commute to Avonmouth on a daily basis.
• Resilience and adaptability, remaining professional and customer‑focused during busy periods or challenging situations.

Our Benefits

• 25 days annual leave + 8 bank holidays
• 5% employer pension contribution
• Free BUPA Health Cash Plan and Employee Assistance Programme
• Onsite physiotherapist and Cycle to Work scheme
• £200 employee referral bonus
• Learning and development opportunities with clear progression routes
• Reward Gateway discounts at 900+ retailers
• Employee recognition awards and long service awards

Everyone Belongs

We’re proud to be an inclusive employer and welcome applications from people of all backgrounds. We value diversity and ensure fair and equal consideration for all candidates.