At a Glance
- Tasks: Manage client accounts and ensure top-notch customer satisfaction in a dynamic call centre environment.
- Company: Join Bywaters, London's leading environmental services provider focused on sustainability.
- Benefits: Enjoy perks like company sick pay, cycle to work scheme, and discounted gym memberships.
- Other info: Diverse and inclusive workplace with opportunities for personal and professional growth.
- Why this job: Make a real difference in customer service while contributing to a greener future.
- Qualifications: Proficient in Microsoft Office with excellent communication and organisational skills.
The predicted salary is between 27000 - 27000 £ per year.
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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Administrator in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Bywaters. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Bywaters before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Administrator in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Bywaters:Your cover letter is your chance to shine! Tell us why you want to work at Bywaters specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Bywaters!
How to prepare for a job interview at Bywaters
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
