Customer Service Advisor

The Company

Biffa is a leading integrated waste management business in the UK which operates across the breadth of the waste management value chain. It provides waste collection, treatment and recycling, and disposal services to around 75,000 local and national customers in the industrial, commercial and municipal sectors.
Biffa's business is grouped into four operating divisions:

• Collection
• Special Waste
• Landfill
• Power Generation

Founded over 75 years ago by the Biffa family, they are now one of the largest waste collection networks in the UK. With 86 depots and over 1,500 vehicles which collected over four million tonnes of waste last year from around 75,000 industrial and commercial customers and over one million households.
 
The High Wycombe depot is home to the Customer Service Department, and it is here that customers can speak directly to trained advisors regarding collections, additional services and general enquires.

The Role

The Customer Service department is the face and voice of Biffa and a crucial part of the company’s overall Customer Service Strategy. With communications coming from national blue chip organisations such as Sainsbury’s to individual companies by phone, email or fax the customer service team must be equipped to efficiently respond to a high volume of daily queries. You will be initially working on a temporary basis, and shall then move in to a permanent role within 3-4 months of employment.
 
As a Customer Service Advisor, you will be part of a very pro-active and forward thinking team based at High Wycombe.
 
Key responsibilities

• Respond sensitively and professionally to all inbound telephone, fax, email and web queries and enquiries regarding any Biffa product, service or other issue
• Inputting accurate information into the system
• Resolve all enquiries and queries effectively and within the service level agreements
• Building and developing effective internal and external relationships
• Recognising trends and identifying and implementing service opportunities
• Dealing with queries and complaints from a variety of clientele
• Call customers to check they have received the right service, and that company standards are met

To excel within this challenging and varied role you will have the ability to communicate at all levels, multi task and deliver a fist class service.
 
Skills

• Excellent communication skills – relating to customers
• Customer focused and Quality orientated
• Strong problem solving and organisation skills
• Self-motivated and team player
• Computer literate
• Resilient and results driven
• Customer Service experience within a fast-paced environment
• IT literate – comfortable using a PC and basic knowledge of word and email

Package

• £Initially £8.31 per hour including holiday pay
• £16,000 - £16,500
• 37 hour week
• Office opening hours Monday to Friday 8am – 6pm, Saturday 8-1pm
• Excellent bonus structure of up to £160 per month
• 24 days holiday
• Pension scheme
• Lifestyle discounts including medical care and insurance

For further information on Biffa please visit our dedicated recruitment website at www.hays.com/jobs/biffa