At a Glance
- Tasks: Deliver outstanding customer service and support your team in a dynamic environment.
- Company: Join Biffa, the UK's No. 1 choice for business waste management.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for personal growth.
- Other info: Be part of a diverse team that values creativity and collaboration.
- Why this job: Make a real impact while promoting sustainability and improving lives.
- Qualifications: Experience in customer service and strong communication skills are essential.
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.
Changing the way people think about waste. At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions.
Dedicated to diversity. Being inclusive is core to our culture at Biffa; 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 Alton employer: Biffa Waste Services
At Biffa, we pride ourselves on being an exceptional employer, offering a dynamic work environment in Alton, Hampshire, where our Senior Customer Service Coordinators play a pivotal role in enhancing customer experiences. Our commitment to employee growth is evident through comprehensive coaching and mentoring opportunities, fostering a collaborative culture that values diversity and innovation. With a focus on sustainability and community impact, we provide meaningful work that not only challenges but also rewards our team members every day.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Service Coordinator in Alton
✨Tip Number 1
Network like a pro! Reach out to current or former employees at Biffa on LinkedIn. A friendly chat can give you insider info about the company culture and maybe even 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 and supporting your team.
✨Tip Number 3
Show off your skills! During the interview, highlight your experience in coaching and mentoring others. Biffa values teamwork, so demonstrate how you've helped colleagues succeed in the past.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, it shows you're serious about joining the Biffa team!
We think you need these skills to ace Senior Customer Service Coordinator in Alton
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Senior Customer Service Coordinator role. Highlight your relevant experience in customer service and how it aligns with our values at StudySmarter. We want to see how you can bring your unique skills to our team!
Showcase Your Communication Skills:Since this role involves a lot of interaction with customers and colleagues, it's crucial to demonstrate your strong communication abilities. Use clear and concise language in your application, and don’t shy away from sharing examples of how you've effectively resolved customer issues in the past.
Highlight Teamwork and Leadership:As a Senior Customer Service Coordinator, you'll be guiding and supporting your teammates. Share experiences where you've led by example or helped others develop their skills. We love seeing candidates who can foster a positive team culture and contribute to continuous improvement!
Apply Through Our Website:We encourage you to submit your application through our website for the best chance of being noticed. It’s super easy, and you’ll find all the details you need right there. Plus, it shows us that you're genuinely interested in joining the StudySmarter family!
How to prepare for a job interview at Biffa Waste Services
✨Know Your Customer Service Stuff
Make sure you brush up on your customer service knowledge, especially around handling complaints and complex queries. Be ready to share specific examples from your past experiences that showcase your ability to resolve issues effectively.
✨Show Off Your Coaching Skills
Since the role involves supporting and guiding colleagues, think about times you've coached or mentored others. Prepare to discuss how you’ve helped team members improve their performance and how you can bring that experience to the table.
✨Demonstrate Your Team Spirit
This position is all about collaboration, so be prepared to talk about how you work within a team. Share examples of how you've contributed to a positive team culture and how you handle conflicts or challenges with colleagues.
✨Be Ready for Scenario Questions
Expect to face scenario-based questions that test your judgement and decision-making skills. Think through potential situations you might encounter in the role and how you would approach them, balancing customer satisfaction with business needs.
