At Cawleys we believe our success begins and ends with our people. Investing in our employees is a key priority for us, from training and recognition programmes to mental health first aiders and life assurance for all staff, we are determined to create a working environment which inspires, motivates and supports our employees.

We are a proactive recycling and waste management company continually looking at new opportunities and investments to divert waste streams away from landfill towards more environmental solutions. These assets enable Cawleys to offer a full range of environmental waste collection and recycling services to over 5000 industrial and commercial customers.

Role Purpose

Dealing with high volume of incoming calls and emails ensuring that the customer is provided with excellent customer service and that the customers' requirements are dealt with accurately, professionally and in a polite and confident manner.

To deal with customer complaints calmy and compassionately and resolve to high customers satisfaction to build strong customer relationships and retain business

Key Responsibilities

• Answering calls in a timely and professional manner. To resolve customer queries and offering resolutions whilst delivering excellent customer services
• Ensuring the details of the customers orders are booked onto the company software accurately by asking a series of relevant questions
• To respond to emails in a timely and professional manner, ensuring customer satisfaction 
• To understand customer contracted SLA's and communicate with the Transport teams to ensure the SLA's are met
• To work collaboratively with the Transport Teams to resolve collection issues
• To analyse data for customer queries and to resolve any ongoing issues
• To understand when to escalate Serious Complaints/Ongoing Issues 
• To be the initial point of contact for customers wishing to cancel their services 
• To qualify new sales enquiries 
• Prepare customer weight/service reports
• To be able to upsell additional services by quoting personally or passing relevant information onto other departments to deal with

Skills & Experience - Essential & Desirable

• Customer service experience within an office environment handling large volumes of calls and emails
• Ownership of customer complaints and experience of problem solving 
• To be able to multi-task, prioritise tasks and manage workload
• Commercial awareness
• An interest in Waste Management

Personal Qualities

• Have a passion for high level, personable and professional customer service
• Excellent interpersonal skills
• Flexible and proactive attitude
• Hardworking with the push to get the job done
• Ability to work co-operatively within the team but also work on one's own initiative
• Be aware of the fast paced environment and react according to operational issues

Benefits

21 days annual leave plus bank holidays per annum

Eligibility for annual bonus

3% employer pension contribution

Life assurance at 1.5 times annual salary

Living Wage employer

Exclusive offers and benefits with our reward hub to 100s of retailers

Employee recognition awards

Employee Assistance Programme and mental health first aiders

Hours are 8.30am to 5.00pm, Monday - Friday

Salary dependent on experience with a range from £23,625 to £25,000