Customer Support Executive

Bristol Waste Company; United States; Hybrid; USD 34,000 - 41,000; Full time

Benefits offered by this job

25 days annual leave

8 bank holidays

5% employer pension contribution

Health Cashback Plan

Onsite physiotherapist

Cycle to Work

Referral bonus £200

Learning and development

Retailer discounts

Job summary

Bristol Waste Company in Avonmouth is seeking a Customer Support Executive to provide high‑quality service and admin support, handling inbound emails, onboarding, and routine reporting to help the Commercial Team make informed decisions.

You will work hybrid with four days onsite and one day working from home, respond promptly to queries, maintain accurate records, and contribute to improving the customer experience through attentive, proactive service.

Qualifications

• Excellent communication skills and professional demeanor.
• Ability to handle high-volume calls and emails.
• Strong customer service experience.
• Ability to manage difficult conversations with empathy.
• Good interpersonal skills and teamwork.
• Strong problem-solving abilities and proactive attitude.
• Excellent organisational skills and multitasking.
• IT literacy with CRM and MS Office.
• Attention to detail and accurate record-keeping.
• Reliable transportation to Avonmouth daily.

Responsibilities

• Respond promptly and professionally to inbound customer emails and calls, providing accurate information and resolving queries.
• Prepare and issue welcome packs for new customers, ensuring onboarding documentation is correct and sent promptly.
• Produce routine and ad-hoc customer reports for the Commercial Team.
• Work with the Commercial Team to ensure customer satisfaction and effective service setup.
• Maintain accurate customer records in CRM and business systems.
• Assist in managing customer escalations by gathering information and liaising with internal teams.
• Identify common issues and opportunities to improve the customer experience.

Skills

Excellent communication

Phone confidence

Customer service

Problem solving

Interpersonal skills

Organisational skills

IT literacy

Attention to detail

Team player

Reliability

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.