We’re on an exciting growth journey where the service we provide is at the heart of what drives our success. In this role you’ll join the Customer Relations and Loyalty team where you’ll play a key part in keeping our customers satisfied. You’ll work closely with customers to understand their needs, resolve concerns and implement strategies to deepen relationships and engagement. If a customer is thinking of leaving us, you’ll work your magic to remind customers of the best parts of working with us to reduce churn and keep customers with us for the long term. You’ll also be proactive and suggest changes to customers account to ensure we’re offering the right services for their need on an ongoing basis.
MAIN TASKS AND ACTIVITIES
To build strong customer relationships to deepen engagement and reduce cancellations
To provide excellent customer service and ensure all queries are managed in an efficient and professional way
Engage with at-risk customers via phone or email to understand their concerns and offer tailored solutions
To implement Retention strategies and put in place tailored offers to retain customers with us for the long term.
Collaborate with Customer Service, Service Delivery, Telesales and other Teams within the business to enhance the overall Customer Journey
Maintain accurate records of Customer interactions and information using our CRM system.
To share the voice of the customer internally, or through data, to identify common trends and provide insights to improve retention efforts
Help increase cross-selling opportunities to engage the customer base i.e. Simpler Recycling legislation, Heavy Bins, Confidential waste, Additional sites as well as tender opportunities
Initiate follow-up contact 6 weeks after agreement signing to check in on the Customer Experience
Maintain up to date Customer contracts and documentation as needed
Maintain an excellent knowledge of company service offering and the waste management industry. Whilst also being curious and responsive to changes within the sectors/markets of our customersSKILLS AND EXPERIENCE
Experience in a customer Service or Retention focused role
Excellent communication and interpersonal skills
Ability to handle objections, negotiate and build rapport quickly
Strong Problem-solving skills and a customer-first mindset
Highly organised with good time management skills
Ability to deal with people at all levels
The desire to win
Join us on the journey…..
Over the past 30 years, Beauparc has continued to grow and acquire businesses that all share a very similar vision and set of values. We’re now a group of almost 3000 people, all contributing to that growth and success.
Whilst Beauparc is the parent company to numerous brands, we all share an ambitious vision for the future. Our primary goal is to ensure the safety and wellbeing of our people and connected partners is front and centre. As a team, we’re safer together. We deliver our customers with a partnership approach to managing their resources responsibly. We constantly push the boundaries of innovation. What’s good today can be better tomorrow.
Beauparc is not just a company, it’s a resource recovery business. Over the past three decades we’ve grown and diversified significantly, we believe that great leadership is rooted in strong values. As leaders within this industry, we’re committed to shaping a better future for our friends, families and communities. Our philosophy remains unchanged, balancing customer satisfaction with environmentally sustainable practices. Exceptional customer service, and unwavering dedication to sustainability are the cornerstones of our business.
Our journey is dependent upon talented, passionate, and dedicated people that constantly strive and challenge each other for better outcomes.
Take the first step today and join us on the journey……….
Beauparc aims to attract and retain a skilled and diverse workforce that best represents the talent available in the communities in which our assets are located and our employees reside.
(DE&I Policy Statement)