At a Glance
- Tasks: Deliver outstanding customer service and support your team in a dynamic environment.
- Company: Join Biffa, a company dedicated to diversity and creating a positive workplace culture.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Be part of a collaborative team focused on continuous improvement and engagement.
- Why this job: Make a real impact by leading a team and enhancing customer experiences.
- Qualifications: Experience in customer service, strong communication skills, and a passion for helping others.
The predicted salary is between 30000 - 40000 € per year.
Location: Alton, Hampshire
Hours: Full Time / Permanent - Monday - Friday 8.30am - 5pm - Hybrid working
A quick look at the role:
The Customer Services Senior plays a key role in delivering outstanding customer service while supporting and guiding colleagues day to day. Acting as a link between the Customer Service team, Team Leaders, and Management, the role promotes best practice, supports team performance, and helps ensure a consistent, high-quality customer experience.
Your core responsibilities:
- Deliver excellent customer service across multiple teams, resolving enquiries and issues at first point of contact wherever possible.
- Act as a key point of support for colleagues, providing guidance on systems, processes, and customer queries.
- Support the onboarding and development of team members through coaching, buddying, and day-to-day assistance.
- Handle more complex or sensitive customer cases and complaints, escalating where appropriate.
- Promote adherence to company policies, procedures, and quality standards.
- Support quality checks and ticket reviews, providing constructive feedback and helping balance team workloads.
- Identify recurring issues, trends, and opportunities for improvement, feeding insights back to Team Leaders and Managers.
- Lead by example in delivering professionalism, teamwork, and a customer-focused approach.
- Support process improvements, system changes, and new ways of working by helping colleagues adapt effectively.
- Contribute to a positive and collaborative team culture focused on engagement and continuous improvement.
Our essential requirements:
- Proven experience in a customer service or contact centre environment.
- Strong communication, relationship-building, and organisational skills.
- Ability to remain calm, resilient, and professional under pressure.
- High attention to detail with a focus on accuracy and quality.
- Ability to use sound judgement to balance customer satisfaction with business needs.
- Experience supporting, coaching, mentoring, or guiding colleagues through knowledge sharing and role modelling best practice.
- Confident handling difficult conversations, complaints, and escalated customer queries.
- Strong understanding of customer service systems and processes, including CRM systems.
- Computer literate with experience using Microsoft Office and email systems.
- Consistent track record of achieving service and quality standards.
- Leads by example in following policies, procedures, and service standards.
- Flexible to travel occasionally, including overnight stays where required.
Dedicated to diversity. Being inclusive is core to our culture; we believe different ideas, perspectives and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers and stakeholders, which is why you’ll find us championing diversity, equity and inclusion at every turn.
Senior Customer Service Coordinator in Hampshire employer: Biffa plc
At Biffa, we pride ourselves on being an exceptional employer, offering a supportive and collaborative work culture in Alton, Hampshire. Our commitment to employee growth is evident through comprehensive training and mentoring opportunities, ensuring that our Senior Customer Service Coordinators not only excel in their roles but also contribute to a positive team environment. With a focus on diversity, equity, and inclusion, we create a workplace where every voice is valued, making it a truly rewarding place to build your career.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Coordinator in Hampshire
✨Tip Number 1
Network like a pro! Reach out to current or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral.
✨Tip Number 2
Prepare for the interview by practising common customer service scenarios. Think about how you'd handle tricky situations, as this role is all about resolving issues at first contact.
✨Tip Number 3
Show off your coaching skills! Be ready to discuss how you've supported colleagues in the past. Highlighting your mentoring experience can really set you apart.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you're genuinely interested in joining our team.
We think you need these skills to ace Senior Customer Service Coordinator in Hampshire
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter to highlight your experience in customer service. We want to see how your skills align with the role of Senior Customer Service Coordinator, so don’t hold back on showcasing your relevant achievements!
Showcase Your Communication Skills:Since strong communication is key for this role, use your application to demonstrate your ability to convey information clearly. We love seeing examples of how you've effectively handled customer queries or supported colleagues in the past.
Highlight Teamwork and Leadership:This position involves guiding and supporting your team, so be sure to mention any experience you have in coaching or mentoring others. We’re looking for candidates who can lead by example and contribute to a positive team culture.
Apply Through Our Website:We encourage you to submit your application through our website. It’s the best way for us to receive your details directly and ensures you’re considered for the role. Plus, it’s super easy to do!
How to prepare for a job interview at Biffa plc
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service experience and be ready to share specific examples. Think about times when you resolved issues at first contact or handled complex cases. This will show that you understand the role and can deliver outstanding service.
✨Show Off Your Coaching Skills
Since the role involves supporting and guiding colleagues, prepare to discuss your experience in coaching or mentoring. Share how you've helped team members improve their skills or how you've contributed to a positive team culture. This will highlight your leadership potential.
✨Be Ready for Tough Questions
Expect to face questions about handling difficult conversations or complaints. Think of a few scenarios where you successfully managed a challenging situation. This will demonstrate your resilience and professionalism under pressure, which is crucial for this role.
✨Emphasise Your Attention to Detail
Given the focus on quality and accuracy, be prepared to talk about how you ensure high standards in your work. Discuss any systems or processes you’ve used to maintain quality and how you’ve contributed to improvements in your previous roles.
