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 inclusion.
- Benefits: Enjoy hybrid working, competitive salary, and opportunities for professional growth.
- Other info: Flexible travel may be required; embrace a culture of continuous improvement.
- Why this job: Make a real impact by enhancing customer experiences and leading a collaborative team.
- 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.
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
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 Alton
✨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 Alton
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. Whether it’s through your writing style or examples of past experiences, let us see how you can connect with customers and colleagues alike.
Highlight Teamwork and Leadership:We’re looking for someone who can support and guide others, so make sure to include examples of how you’ve mentored or coached team members in the past. Show us how you lead by example and contribute to a positive team culture!
Apply Through Our Website:Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for the role. Plus, it gives you a chance to explore more about our company culture and values.
How to prepare for a job interview at Biffa
✨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 the first point of 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 examples of how you've helped team members improve their performance or adapt to new processes. 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 Teamwork and Collaboration
The job requires promoting a positive team culture, so be prepared to talk about your experiences working in teams. Share how you've contributed to team success and supported your colleagues. This will show that you're a team player who values collaboration.
