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Senior Customer Service Representative

2 months ago

Aylesbury, Buckinghamshire, United Kingdom Biffa Full time
About the Role

We are seeking a highly skilled and experienced Customer Service Team Senior to join our team at Biffa. As a key member of our customer service team, you will play a vital role in delivering exceptional customer experiences and driving business growth.

Key Responsibilities
  • Team Leadership: Support the Customer Service Team Manager in leading, developing, and motivating a team of Customer Service Executives to achieve high levels of customer service standards.
  • Customer Escalations: Ensure that all customer escalations are dealt with in an accurate and professional manner, in accordance with I&C KPIs, through to resolution.
  • Team Management: Run the team in the manager's absence, including attending management meetings, running team huddles and meetings, and completing all other management tasks.
  • Quality Checks: Complete call and case/email quality checks within the team, ensuring feedback and coaching is given to the execs accordingly.
  • Process Improvement: Identify process improvements within the team and across the business, working with key stakeholders to improve efficiency, productivity, and customer experience.
  • Stakeholder Management: Develop and maintain positive relationships with key stakeholders, including Regional Operational Management, Process Improvement, and Quality Teams.
Requirements
  • Customer Focus: Demonstrate a customer-centric approach and empathetic understanding of customer needs.
  • Leadership Skills: Ability to motivate and lead a high-performing team of customer service professionals.
  • Communication Skills: Exceptional ability to communicate effectively and clearly at all levels, using various methods.
  • Organizational Skills: Ability to plan, organize, and prioritize tasks, working to deadlines.
  • Integrity: Demonstrate integrity, respect for colleagues, and a commitment to maintaining confidentiality and business focus.
  • Resilience: Ability to work in a fast-paced environment, showing resilience and adaptability under pressure.
  • Negotiation Skills: Ability to negotiate and influence at all levels.
  • Problem-Solving Skills: Tenacious approach to resolving customer escalations and complex issues.
  • IT Literacy: Proficiency in using IT systems and tools.
What We Offer
  • Competitive Salary
  • Ongoing Career Development
  • Generous Pension Scheme
  • Retail and Leisure Discounts
  • Holiday and Travel Discounts
  • Bike to Work Scheme