Career Opportunity

Career Opportunity

Location

Bilsthorpe, Nottinghamshire, England

Enva is a full-service and leading provider of recycling and resource recovery solutions, with locations across the United Kingdom and Ireland. 

With sustainability at the forefront of its proposition, Enva recovers a broad range of hazardous and non-hazardous waste materials for re-use in manufacturing and for energy conversion, as well as providing a complete portfolio of water and waste water services.

Our site in Nottinghamshire, Enva England Specialist Waste Ltd, is the largest provider of hazardous waste collection services to the UK's motor vehicle franchise network. Offering a wide selection of services, we are the total waste partner to a variety of industry sectors. 

Customer Service Advisor - The Role:

To deliver an industry leading level of customer service to all Enva customers and partners. Acting as first point of contact to handle all incoming customer enquiries via phone and email across multiple waste services, whilst always maintaining a customer centric approach with every interaction.  

Customer Service Advisor - Key Responsibilities:

The main responsibilities for the role are listed below:

  • Act as first point of contact for incoming calls – ensuring a warm, engaging and polite introduction
  • Maintaining and building rapport with customers, understanding their needs and managing customer’s expectations
  • Conducting outbound calls to existing customers to up/cross sell additional products and services 
  • Questioning to establish customer needs and identifying opportunities to pass to sales team
  • Respond to customer and internal emails and chat in a professional and timely manner.
  • Place or amend customer orders accurately and efficiently
  • Completing onboarding welcome calls to new customers to share knowledge and best practice
  • Ensure that all queries are followed up and resolved in an efficient and customer focused approach
  • Resolve customer complaints at first point of contact wherever possible – escalate only where necessary 
  • Following up on queries to ensure full resolution 
  • Maintaining the internal CRM tool to ensure all records are accurate 
  • Investigating solutions to help the customer, using negotiation skills where needed
  • Management of your own daily work flow to ensure maximum efficiency and accuracy
  • Contributing to customer service dept KPI’s to ensure service levels are met and maintained
  • Other duties as required to support the department
  • Adherence to the Company’s Health and Safety Policy

Knowledge, Training, Experience, Technical and Personal Skills:

Required:

  • Previous inbound and outbound customer service experience
  • Have a strong customer service background with a minimum of 1 year customer service experience 
  • Have an enthusiastic customer service focus with a determination to resolve customer issues first time 
  • Positive and motivated with flexible and adaptable attitude
  • Problem solving and solution focused ability
  • Maintain a high level of knowledge of the services provided by Enva and the ability to articulate the benefits to customers
  • Excellent written and verbal communication skills and strong telephone manner
  • Well organised and self-disciplined with the ability to work quickly and calmly under pressure
  • Excellent attention to detail
  • Strong interpersonal skills with the ability to develop effective and positive working relationships within and outside of the department
  • Must demonstrate high levels of integrity and adopt a professional approach in all interactions – should be transparent, open and honest in all dealings
  • Ability to be flexible and adapt to changing situations and / or systems 
  • Good conflict resolution skills based on a ‘Can do’ attitude
  • A flexible attitude to the team’s work, including a willingness to reprioritise and undertake additional tasks if required
  • Friendly personality and team player
  • Strong PC and technical knowledge and skills with a good working knowledge of the Microsoft packages including Word, Excel and Teams.

To apply, please send your CV and covering letter to careers.england@enva.com

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