Customer Service Role at SWR Newstar
The Customer Service role offers a great opportunity for individuals seeking to start their career by delivering exceptional customer service and resolving queries for SWR Newstar, a standalone waste management broker acquired by Biffa in 2019.
Location: Alton, Hampshire
Hours: Full Time - Monday to Friday, 8.30am - 5pm - Hybrid working
Type: Permanent
Your Core Responsibilities
1. Answer incoming calls and respond to emails from customers within set SLAs/KPIs.
2. Listen to and understand customer needs.
3. Take ownership of customer inquiries and handle escalated issues or complaints per procedures.
4. Engage with vendors regarding customer queries or complaints related to vendor services.
5. Administer customer accounts, including data cleansing, account setup, report collation, bookings, and invoice queries.
6. Communicate with depot network to resolve customer issues.
7. Meet metrics for call and case quality, productivity, and KPIs to ensure excellent customer experience.
8. Perform proactive outbound calls to inform customers about service changes or other key information.
9. Demonstrate strong written and verbal communication skills.
10. Work independently and collaboratively within a team.
11. Be self-motivated and proactive in tasks.
12. Handle multiple tasks calmly under pressure.
13. Maintain exceptional attention to detail.
14. Work efficiently with minimal supervision.
About Biffa
At Biffa, we are passionate about waste management—turning waste into sustainable power, recycling, and keeping communities clean. With over 11,500 employees, we are the UK's leading waste management company, committed to making a positive impact.
Our Commitment to Diversity
We value inclusivity and believe diverse perspectives foster a creative and effective work environment. We champion diversity, equity, and inclusion to reflect our communities and achieve the best outcomes for colleagues, customers, and stakeholders.
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