Customer Service Coordinator

A quick look at the role

The Customer Service role is a great opportunity for someone who wants to kick start their career and focus on delivering exceptional customer service and query resolution for the customers of SWR Newstar. SWR Newstar was acquired by Biffa in 2019 and whilst it became part of Biffa, it remained independent and continues to this day to act as a standalone waste management broker.

Location: Alton, Hampshire

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

Permanent

Salary: £26,227

Your core responsibilities

• You will be responsible for answering incoming calls and responding to emails from our customers within the required SLAs/KPIs.
• Listening to and understanding the needs of the customer.
• Taking ownership of customer enquiries and responding to escalated customer issues or complaints in accordance with agreed procedures.
• Engaging with vendors on a day to day basic in respect of queries or complaints from the customers relating to vendor services.
• Administration of customer accounts, including data cleansing, setting up temporary accounts, collating reports, making bookings for additional services and dealing with invoice queries.
• Communicating across our depot network to resolve customer queries.
• Meeting established goals for all metrics, including call and case quality, productivity and call handling KPIs, to enable us to provide the best customer experience.
• Completing proactive outbound calls to advise customers on changes to services or relaying other key information.

Our essential requirements

• Strong communication skills, both written and verbal.
• Ability to work independently as well as collaboratively within a team.
• Self-motivated with a proactive approach to tasks.
• Capable of staying calm under pressure and handling multiple tasks simultaneously.
• Exceptional attention to detail.
• Ability to work efficiently with minimal supervision.

Changing the way people think about waste.

At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 11,500+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull. And it’s why we’re the UK’s No. 1 choice for business waste management.

Dedicated to diversity.

Being inclusive is core to our culture at Biffa; we believe different ideas, perspectives and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers and stakeholders, which is why you’ll find us championing diversity, equity and inclusion at every turn.