SALARY: £32,000 per annum
HOURS: 40 per week, Monday - Friday
LOCATION: Avonmouth, Bristol
Senior Customer Support Executive
Purpose of the role:
Responsible for supporting Commercial Collections Operations. To provide a professional front of house service to internal and external BWC customers.
Key Responsibilities:
* To provide office support to the Frontline operational team, including day to day use of Waste Management System covering all aspects of functionality.
* Liaise with Commercial customers on a day to day basis via telephone and email in a professional manner
* Support Supervisor with daily crew debriefs and actively build relationships with all Commercial Stakeholders
* Maintain and update the Risk Assessment Database for Commercial collections
* Liaise with Finance to manage customer balances and resolve queries
* Build relationships and provide Account Management to Waste Broker Partners
* Act as a point of escalation for service cancellations and promote service retention
* Oversee daily routesheets for collections ensuring alignment with crew allocations
* Internally audit new customer services including invoices for accuracy
* Work with operational staff to ensure RFID overweights are accurately identified and updated on collections software
* Organise Skip and RORO services with third parties including timely provision of collections data and invoicing of services
* Manage the monthly Invoicing run ensuring accuracy and meeting deadlines
* Provide support to the Commercial Contract Manager, proactively resolving crew or vehicle challenges
* Update daily crew work sheets with ad hoc or additional jobs requested
* Produce MI & KPI reports for customers of all sizes as required
* Support the annual price increase process
* Manage the bulk collections process to ensure efficient service and updated collections records are maintained including rebate values
Essential Requirements for the Role:
* Ability to work independently, using initiative and as part of a team.
* Strong commitment to, and understanding of importance of high quality customer service and customer care strategies
* Ability to effectively represent the company and to build relationships with a variety of stakeholders
* Excellent problem solving skills that can be applied to differing circumstances.
Full Job Description can be provided upon request.
Our Benefits:
* Depending on your role we provide an employer contribution of up to 5% into the company pension scheme.
* Generous annual leave package with 25 days annual leave days plus 8 bank holidays.
* Support for Mental Health, we have an BUPA Employee Assistance Programme that provides support in a variety of different areas such as Mental Health, Financial and Family related topics. We also have Mental Health First Aiders across the business.
* Support for your Physical Health with our BUPA Health Cash Plan (we cover the cost of coverage for you), Cycle to Work scheme and an onsite Physiotherapist. All free for our colleagues.
* Because we value our colleagues so much, we want to recruit more employees just like them. Which is why we have our employee referral scheme.
* Dedicated learning and development team. We take pride in developing our colleagues and some examples of this include our In-House Driver Development Programme and internal promotions. Many of our Senior Leadership Team have developed from Operational roles, such as one of our Contract Managers who started as a Street Cleanser.
* Employee recognition awards and long service awards. To celebrate our colleagues wherever they are on their journey with us. We recognise and celebrate talent.
* Flexible working, we recognise that everyone is different and strive to create an environment that supports all colleagues. We have introduced a hybrid working model where possible and actively encourage part-time working, job sharing and flexibility on hours. If this interests, you please do get in touch, and we can start a conversation.
PLEASE NOTE: we reserve the right to close this role early, should we receive sufficient applications.
To discuss this role, your application, or any reasonable adjustments please feel free to contact our People Services team on recruitment@bristolwastecompany.co.uk or by phone on 0117 440 6676.
We are on equal opportunity employer and welcome applications from a diverse range of candidates.