About us We are a waste broker, located in Newark on Trent, specialising in providing bespoke recycling and waste management solutions to our customers. We work alongside our customers to plan and tailor their waste management needs around their business to help strengthen their Corporate Social Responsibilities (CSR), maximise recycling and deliver cost savings. We value each team member and invest in their growth by offering fantastic training opportunities. Based at our call-centre hub in Newark on Trent, the Customer Service Manager will be responsible for the effective management and coaching of a small team of Customer Service Advisors and Team Leaders. improving and reviewing processes to enhance the customer experience.
operational efficiencies that align with Greenzone’s commitment to excellence in service.
and maintaining a comprehensive knowledge of Greenzone’s products and services whilst ensuring the team’s knowledge is up to date with changes, developing effective training processes and documentation.
as the final escalation point for customers following Team Leader recommendations, and ensuring escalations are handled in accordance with the Company’s complaints procedure.
and participate in meetings with the Customer Service Team as necessary to discuss expectations and identify areas for improvement.
responsibility for HR aspects of the department, including recruitment, staff retention, conducting staff reviews, and making recommendations for training and development.
required, handle tickets in the Customer Service Team, providing support and assistance.
extra services added by the Customer Service Team to check for inaccuracies before invoicing, allowing for amendments as needed.
the effectiveness and efficiency of the team, including the utilisation of Greenzone Software for ticket generation, allocation, and resolution. with the IT Department to discuss ongoing improvements to Greenzone software and systems training, ensuring that customer service tools are optimised for efficiency.
acting in the Company's best interest, supporting its growth and maintaining a positive reputation in all customer and supplier interactions.
insurance claim requests as and when required, ensuring customers' needs are addressed promptly and professionally.
reports for the business as reasonably required, providing valuable insights and data for decision-making.
self-management of own workload and time.
in using CRM software and other customer support tools and strong IT skills.
mindset with a focus on data- driven decision making.
experience in customer service or service management role or call centre background.
of working in the waste industry (desirable)
in an effective people management role.
Pension scheme and Life Assurance scheme
~ days annual leave per year, plus bank holidays
~ development and training opportunities
~– our on-site subsidised canteen
~ gym memberships
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