At a Glance
- Tasks: Deliver exceptional customer service and handle enquiries in a busy waste management environment.
- Company: Family-run business with strong values and a focus on sustainability since 1982.
- Benefits: Life assurance, gym discounts, employee discounts, and mental health support.
- Other info: Opportunities for progression in a dynamic and family-oriented workplace.
- Why this job: Join a supportive team and make a real difference in customer experiences.
- Qualifications: Strong communication skills and a passion for customer service.
The predicted salary is between 25000 - 28000 £ per year.
Smiths (Gloucester) Ltd is a family run business owned and run by the Smith family since 1982. Smiths has grown from a single owner-operated plant hire company to a multifaceted group with family values still firmly at the heart of each project undertaken. With depots in Avonmouth, Cardiff, Gloucester, Stonehouse and Tewkesbury we operate predominately across the South-West of England. We specialise in Construction, Waste Management, Plant Hire, Demolition and Transport operations.
The Customer Service Advisor is responsible for delivering exceptional customer service to domestic, commercial, and industrial customers within a busy waste management and recycling business. The role serves as the first point of contact for customers, handling enquiries, service requests, complaints, quotations, and account administration while ensuring a professional and positive customer experience.
The successful candidate will work closely with the transport, operations, sales, weighbridge, and finance teams to ensure customer requirements are met efficiently and accurately.
Hours: 08:00 - 17:00 Monday - Friday, 08:00 - 12:00 Sat (1 in 4 Working Saturdays)
Responsibilities for the Role:
- Customer Service
- Handle incoming telephone calls, emails, web enquiries, and customer visits professionally and efficiently.
- Provide information regarding waste collections, skips, hook bins, recycling services, hazardous waste, aggregates, demolition, and other company services.
- Log, manage, and resolve customer enquiries in accordance with company procedures.
- Deliver excellent customer service and maintain strong customer relationships.
- Manage customer complaints promptly and professionally, escalating where necessary.
- Support customers with service changes, additional collections, missed collections, exchanges, and cancellations.
- Administration & Data Management
- Accurately input customer information and service requests onto company systems.
- Maintain customer records and ensure all account information is up to date.
- Process orders, service requests, contract amendments, and customer correspondence.
- Prepare quotations and service agreements as directed.
- Generate reports and assist with administrative duties as required.
- Operational Support
- Liaise with transport planners and operational teams regarding customer requirements.
- Coordinate collection schedules and service changes.
- Monitor service delivery and proactively address any issues affecting customers.
- Support depot operations by communicating customer requirements clearly and accurately.
- Assist in resolving missed collections and service delivery concerns.
- Sales Support
- Identify opportunities to upsell additional services.
- Pass qualified sales opportunities to the Commercial or Sales Team.
- Support customer retention initiatives and contract renewals.
- Promote recycling and sustainable waste management solutions to customers.
- Compliance & Health and Safety
- Ensure compliance with company policies and procedures.
- Understand waste management legislation relevant to customer enquiries.
- Adhere to GDPR and data protection requirements.
- Maintain confidentiality of customer and company information at all times.
- Follow all health, safety, environmental, and quality procedures.
What can we offer you?
- Life Assurance Scheme
- Free on-site Parking
- Corporate gym membership discount
- Annual Salary Review
- Employee discount (50% on Skip Hire, other discounts on group services)
- Progression opportunities
- Be part of a progression family run business
- 24 hour unlimited access to mental health support
What are our core values?
- Honesty - We believe that honesty in all matters is the best policy.
- Family values - We operate as a family unit with high moral standards, discipline and respect.
- Hardworking - We are certain that nothing is impossible if you work hard enough at it.
- Reliability - We pride ourselves on not letting people down and being true to our word.
- Environmental sustainability - We aim to minimise the impact that our company has on the environment by reducing emissions and waste, and recycling a large proportion of our waste (90% plus). We truly believe in a greener future for generations to come.
Please apply if you are interested in this role and we will come back to you.
Customer Service Advisor in Gloucester employer: Smith's Gloucester Limited
At Smiths (Gloucester) Ltd, we pride ourselves on being a family-run business that values honesty, hard work, and environmental sustainability. Our Avonmouth Depot offers HGV Class 2 Drivers not only competitive pay and flexible hours but also a supportive work culture with opportunities for progression, comprehensive mental health support, and a range of employee benefits including discounts and life assurance. Join us to be part of a dedicated team that is committed to making a positive impact in the community and the environment.
Contact Details:
Smith's Gloucester Limited Recruitment Team
StudySmarter Expert Advice🤫
We think this is how you could land Customer Service Advisor in Gloucester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Smith's Gloucester Limited. 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 Smith's Gloucester Limited 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 Service Advisor in Gloucester
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 Smith's Gloucester Limited:Your cover letter is your chance to shine! Tell us why you want to work at Smith's Gloucester Limited 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 Smith's Gloucester Limited!
How to prepare for a job interview at Smith's Gloucester Limited
✨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.
