Customer Relations Administrator
Application Deadline: 13 March 2026
Department: Customer Relations
Employment Type: Permanent - Full Time
Location: Carryduff [IW]
Reporting To: Customer Relations Manager
Description
The Customer Relations Administrator (CRA) is responsible for delivering exceptional customer service and providing efficient administrative support to the Carryduff site. This role ensures customers receive timely, accurate information and that all service requests, bookings, and queries are managed professionally. The CRA plays a key part in supporting operational teams by maintaining clear communication and accurate records.
Location: Irish Waste, 94-96 Hillsborough Road, Carryduff, BT28 8HT
Key Responsibilities
Contract & Customer Administration
* Manage the daily administration of new and existing customer contracts within company systems.
* Prepare and issue quotations, terms and conditions, and method statements.
* Take full ownership of customer accounts once transitioned from Account Managers or the Customer Relationship Manager.
* Prepare, maintain, and obtain required documentation, including service records, consignment notes, method statements, and waste identification labels.
* Ensure all customer records, service details, and documentation are kept accurate and up to date.
Service Coordination & Scheduling
* Book scheduled services and coordinate directly with customers regarding service requirements.
* Provide the transport team with a weekly service schedule for all customers in the assigned area.
* Liaise with treatment teams regarding service availability through the appropriate internal channels.
* Monitor the daily arrival or non-arrival of vehicles and proactively update customers.
* Coordinate repeat and scheduled services, ensuring timely delivery and resolving any delays or missed services.
* Follow up on all quoted but incomplete work and ensure systems are updated accordingly.
* Arrange Account Manager site visits when customer service requirements need assessment.
Performance Monitoring & Reporting
* Monitor, track, and report on all relevant KPIs for contracts and customers.
* Compile monthly and contract-specific documentation to support reporting and performance reviews.
* Attend monthly meetings to review account development, performance, and any ongoing issues.
Invoicing & Financial Administration
* Obtain purchase order numbers from customers for all services.
* Raise service invoices and forward invoices and supporting documentation for payment processing.
* Monitor outstanding debts and follow up on overdue balances for assigned accounts.
* Ensure timely invoicing for all contract and scheduled services.
Customer Service & Issue Resolution
* Communicate with customers via phone and email regarding service requirements, updates, and queries.
* Log, track, and escalate service issues or complaints to the appropriate internal personnel.
* Maintain a high standard of customer satisfaction through proactive communication and problem resolution.
General Duties
* Support wider business objectives and operational needs through additional duties as required.
* Contribute to process improvements within customer service, administration, and scheduling.
This is not an exhaustive list. You may also be required to carry out any other duties as required by the business that you are qualified/trained in that meet the requirements of this role
Additional Details:
* Monday to Friday
* 37.5 to 42.5 hours per week (Hours can be agreed)
Skills, Knowledge and Expertise
Essential:
* Previous experience in a customer service or administrative role.
* Strong communication and interpersonal skills.
* High attention to detail with excellent organisational abilities.
* Competent IT skills, including MS Office and CRM systems.
* Ability to work under pressure and manage multiple priorities.
Desirable:
* Experience within the waste management, recycling, or logistics industry.
* Knowledge of scheduling or dispatch operations.
* Familiarity with regulatory requirements in waste operations.
Personal Attributes
* Customer‑focused with a professional and positive attitude.
* Team player with a collaborative approach.
* Proactive problem solver with the ability to use initiative.
* Reliable, adaptable, and committed to delivering high standards.
Why Work For Irish Waste part of Enva?
Irish Waste and MacNabb Waste are now part of Enva, a leading recycling and resource recovery provider across the UK and Ireland. We specialise in hazardous and non‑hazardous materials, hydrocarbons, and general waste recycling. Irish Waste brings over 55 years of expertise in industrial and commercial waste services, including the collection, treatment, recycling, and recovery of hazardous and non‑hazardous waste.
MacNabb Waste strengthens our offering with skip hire, wheelie bin collections, cardboard baler services, and plasterboard recycling, converting waste into valuable resources like gypsum powder and SRF. Together, we're expanding sustainable waste solutions across Northern Ireland and delivering innovative approaches to resource recovery.
You can expect:
* A competitive salary in a growing company committed to our people.
* A competitive holiday allowance.
* Company pension scheme.
* Free on-site parking.
* Training on systems, customer communication and waste‑industry fundamentals.
* Supportive team culture
* Opportunity to contribute to sustainability and environmental impact.
* Development and training opportunities within a growing organisation.