Job Title: Customer Services Administrator
Department: Customer Services
Schedule: Monday to Friday, 37.5 hours per week
Salary: £27000 pa
Location: Lea Riverside, E3 3JG
About Bywaters
Bywaters is London’s premier environmental services provider, with a unique approach to recycling that focuses on reusing, recovering, or recycling materials to prevent pollution from landfill. We value our employees and their development, believing that personal growth and professional satisfaction are vital to our future success. If you’re a like-minded individual looking to take the next step in your career, this role could be for you.
Role Overview
As a member of the Commercial Admin Support Team you will be responsible for internally managing our existing client accounts, ensuring customer satisfaction is met with every interaction. Reporting into the Service Management Team, you will work closely with a wide range of cross functional internal areas of the Commercial Admin Support Team including Transport, Contracts and Third Parties. To ensure all customer queries are resolved in a timely and professional manner.
Key Responsibilities
- Working within a call centre environment
- All cases/issues raised by the Transport Teams are to be communicated with the customer and ensure services are re‑scheduled accordingly to meet the customer requirements
- Dealing with customers invoicing and any invoice queries generated from this area.
- Answer all calls externally and internally and deal with any issues swiftly and efficiently
- Managing our existing client accounts ensuring customer satisfaction is met with every interaction.
- Placing orders, resolving invoice and customer queries and also advising customers of new/additional service offerings
- Working closely with our Transport departments to ensure service levels are maintained to client SLA standards
- Managing the CRM database, ensuring all client information is kept up to date
- Working closely with the greater Commercial Admin Support Team to ensure any contract changes for customers are actioned accordingly
- Ensuring all key documentation required for legislative purposes is continuously updated
- Producing periodic reports for internal and external senior members of staff
- To ensure all contract terminations are dealt with in a timely fashion and fully completed according to company requirements
- Carry out any additional general admin duties as directed by your line manager
- Ability to plan and prioritise workloads to meet deadlines and performance targets
- Supporting the Commercial/Client Management team in resolving internal and external enquiries
- Supporting and working closely with Head of Commercial & Client Relationship Managers, to ensure customer satisfaction is met from every interaction
- Produce weekly/monthly reports for internal and external members of staff and customer and ensure these are sent within time frames.
- Completing customers Elogs, Systems and live spreadsheets make sure we are meeting customers’ KPI’s.
- Creating and amending customers Waste Transfer notes and assisting Client Managers with set ups.
To Be Successful In This Role, You Will Have
- Essential: Proficiency in using Microsoft; Word, Excel and Outlook
- Essential: Excellent customer service and communication skills along with basic letter writing skills
- Essential: Ability to plan and prioritise workloads to meet deadlines
- Essential: High level of accuracy and attention to detail
- Essential: Excellent time management and organisational skills
Benefits
- Company sick pay
- Cycle to work scheme
- Tech scheme
- Eyecare vouchers
- Life Assurance scheme
- Free Parking
- Enhanced EAP program with free counselling
- Birthday Leave
- Discounted gym membership
- Discounted shopping on thousands of retailers, restaurants, cinemas, travel and lots more
Additional Information
Bywaters is an equal opportunities employer committed to fostering a diverse and inclusive workplace. We encourage suitably qualified applicants from a wide range of backgrounds to apply. If you’re ready to take the next step in your career and believe in our mission, we invite you to join our team.
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