Senior Customer Services Executive

1 week ago

Newark on Trent, Nottinghamshire, United Kingdom Novati Full time

SENIOR CUSTOMER SERVICES EXECUTIVE:

What makes us different?


We are passionate about partnering towards your world without waste, seeing waste as so much more than the material we collect.


Our people are respectful and responsible but disruptive and daring, we all want to be the best in everything we do.


You might say we are a different type of corporate and we are looking for a different type of team member.


You will be:

A passionate and enthusiastic member of the team. Your positive, can-do attitude will deliver excellence throughout the business.

Your commitment to, and confidence in, delivering customer focused solutions will be instrumental in NOVATI being the best.

What we expect you to do:

Customer Service Excellence


Build and maintain strong relationships with our network of partners across the UK through effective communication skills both written and verbal.

Effectively deal with customer queries through thorough investigation and effective questioning, accurately recording the process using the Hub and providing an outstanding customer services experience


Deliver outstanding Customer Services both internally and externally through having a proactive attitude and taking ownership for everything that you work on.


Be a key point of contact for escalations working with your team member, customer and any stakeholders to find an effective and timely resolution.

You will gain and expand your knowledge of your client's industry and that of the waste industry.

You will make a difference to your customer by using this knowledge to offer bespoke solutions to your client base in line with the client's needs and strategic plan without compromising legislation, service provision and margin.


Operational day to day support


Proactive management of operational risk including the effective monitoring of the Customer Services ticketing system, work raised through the Hub and prioritising urgent queries and allocating them to the team.

Active monitoring of your teams homepages, call logs and monthly weight data.


Represent your department in internal and external meetings, showing an understanding of the needs of the customer, your department, and the business as a whole.

Active involvement in the Management meetings and Departmental meetings.

Supporting People


Empower, lead, and motivate your team by supporting, advising, and continually training each team member to ensure that your team provides outstanding customer service to both internal and external customers.


Through effective one to one's you will provide support and set the tone and culture of the Customer Services department.


Targets
Manage your own daily workload with the support of regular one to ones with your direct manager.

As a Team Leader managing the Customer Services Team you will be required to deliver against your personal targets, ensure that your team members achieve their targets and therefore contribute to the overall success of the team.

Set team & individual targets and continually monitor and report to the Customer Services Manager on team performance

Work with team member to ensure they are achieving and exceeding set team & individual targets.

Support of the onboarding and probation period for any new customer services executives in your remit.

Quality & Coaching
Ownership of quality checking framework, which will include call listening and provide coaching support to enhance the customer experience.

Provide support and on-the job training to ensure excellent customer service is delivered at all times.

The skills you will need are:

Commercial awareness - you should understand NOVATI's Vision, Mission, and Core Values, be clear on the market that we compete in and who we compete against. You should understand the role that you play within NOVATI and the positive impact that you in your role has on the business.

Resilience - you must have the ability to keep positive, to cope in stressful and pressurised situations and to be
open to
change, with the ability to meet
strict targets and
deadlines.

Decision making - you will be able to independently make difficult and strong decisions and be able to implement them quickly and effectively.

Highly effective communication skills - you must listen well, ask good questions, build superb relationships, write clearly and talk with confidence, you need to have the ability to seek out information and pass it on appropriately throughout the business.

Efficient organisation - you will need to work quickly and accurately with a strong eye for detail, so that your customers always get a good high quality service.

Efficient time management - to be able to manage your own workload through effective time management with an ability to critically analyse your own performance.

Confident and capable IT skills - you will be using Microsoft Office, you need to have a good level of competence,

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