Customer Service Specialist

2 weeks ago

Warrington, United Kingdom European Metal Recycling Full time

**Package Description**:

- Attractive pay rates + Increased overtime rates
- Plus great benefits such as:

- Bonus scheme
- Cycle to work scheme
- 25 days annual leave plus bank holidays, plus each year you will have the option to buy and sell leave
- Enhanced maternity and paternity leave
- Employee Support to include Life Assurance and critical illness pay
- 24/7 Colleague Assistance Programme and Financial Wellbeing Support - access to affordable loans, savings accounts, advanced earned pay, and financial education via salary finance
- Online savings
- major retailers, utilities, entertainment plus many more

**About Our Opportunity**:
Do you want to be part of a team that really values your dedication to our business and our customers? Do you have excellent communication skills and a knack for problem-solving? Do you thrive in fast paced environment where no two days are the same? We’re seeking Customer Service Specialists, who are ready to deliver outstanding service to our customers.

**What You Will Be Doing**:

- These key responsibilities reflect the core areas of focus for the role, and demonstrate the role's impact on the company's success;
- Customer relationships; over the years, we’ve developed strong, loyal relationships with our customers - so we’d love you to keep that front and centre of your service delivery. That means making sure we actively listen to our customers and deliver on our promises.
- Problem Solving; you’ll be getting into the detail, investigating and resolving customer challenges promptly and efficiently.
- Collaboration; working closely with other departments where needed, to find solutions for our customers, making sure we share feedback when it’s needed
- Communication; the ability to flex your communication style whilst always maintaining a friendly and professional tone. We want to make sure we’re always providing clear and concise information to our customers.
- Documentation - making it a priority to maintain accurate and detailed customer records, capturing the important detail and being clear about follow up.
- Sales through service - as a keen learner and skill builder, you may the opportunity to get involved in some outbound calling too - speaking to our existing customers and helping them to understand EMR (and the services we offer) better.
- Have fun in your role and encourage others to do the same.
- Ensure the 3 pillars of EMR are front of mind in everything you do; People, Profit and Planet.

**Key Deliverables**:

- Customer Satisfaction: Ensuring high levels of customer satisfaction is a critical deliverable. You will be responsible for working as part of a team to achieve our service standards, hearing customer feedback, and implementing improvements as agreed with your line manager to enhance the overall customer experience.
- Personal Performance: It’s a must that you’ll work to deliver the high-performance levels we pride ourselves on.

**Key Competencies**:

- Communication; making sure we understand each other & are understood. Good communication underpins success in everything we do
- Customer commitment; Commits to delivering excellent customer service to meet expectations and satisfy customer needs - the EMR way
- Team Work & Partnership; Working together to deliver better services for our internal and external customers
- Continuous Improvement; Adapting to change and being open to different ways of doing things, through generating ideas and seeking out the best way to deliver our services
- Tenacious and resilient - customer service can be tough, but your positive attitude and determination should always shine through
- Adaptable - Be ready to switch gears and adapt your style to different customer personalities and needs
- Motivated and self-aware
- Team player - collaborate with your team mates to share best practices, support each other and celebrate successes.
- Always willing to take on a challenge
- Strong attention to detail
- Willing to ask for help and a keen learner
- Passion for the business and the part they play
- Trustworthy & authentic

**About you**:

- A willingness to learn; this is the one non-negotiable You’ll need to be open to delving into the depths of our business to understand who we are and why we do what we do.
- You’ll need to be prepared to be really hands on during the onboarding process - our induction framework is one like no other - it’s fun, it’s varied, it’s fast - and it’ll be critical to supporting your skill development.
- Competence on IT systems; think of things like Microsoft office, excel and generic CRM systems. You’ll need to have the ability to pick up new systems pretty quickly.
- A great attention to detail; the little things matter, so it’s important you’re in the detail, where you need to be.
- A skilled listener and confident conversationalist; wrapped in the skill to deliver a professional, friendly service.
- A team player; because teamwork makes the dream

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