Business Support Co-ordinator

**Job title**
Business Support Co-ordinator

**Responsible to**
Business Support Supervisor and Business Support Manager

**Responsible for**
Customer Retention, Margin Improvement, Opportunity identification

**Key skills/attributes**
- Willingness to learn
- Confidence
- Adaptability
- Positivity
- Excellent Telephone Manner
- Resilience
- Optimism

Our client Gaskells (North West) Ltd is hiring Business Support Coordinator to join their team.

**Job purpose**

To reduce Customer churn, improve profitability and capitalise on additional services provision, Co-ordinate Business Development Managers

**Key success factors**

At all times ensure that high standards are met for:

- Health and safety, protection of the environment and quality
- Customer care
- Presentation & Professionalism
- The care of company equipment
- Co-operation with, and mutual respect for others
- Honesty; commitment, care and team harmony values

**Main duties and responsibilities**
- Responsible for managing situations where customers intend to switch suppliers or cancel their services
- Be understanding, pragmatic and quick thinking, able to resolve and overcome customer issues to ensure a satisfactory outcome for them and maintain their custom.
- Through the development and implementation of sound retention strategies and the use of effective negotiation skills minimise the impact of cancellation request and rate reductions and secure updated contract agreements from customers
- Ability to build relationships and rapport with all levels of people, and have personable and productive conversations with them.
- Provide ongoing education of contract details and additional services to existing customers, and by obtaining customer contract commitments using sound telephone-based negotiation practices.
- Generate revenue growth by utilising a consultative selling approach with new sales of additional services and retention of current waste management customers.
- Establishes and maintains a high level of customer satisfaction.
- Assist the Business Support Manager to resolve unique customer issues.
- Increases revenue and profitability by delivering proposals on retention calls to improve the customers’ service and/or profitability while minimizing price reductions.
- Matches waste management services with customer needs by demonstrating knowledge of customers, pricing and competition; effectively communicates pricing and service strategies; proactively engages with Sales team on other waste management business opportunities.
- Effectively uses software tools (i.e., Purgo, CRM, Power BI, M/S Office (teams, outlook, excel, word, power-point)
- Acquires in depth industry and company knowledge in order to prepare complex proposals and make recommendations on service levels, containers and equipment.
- Act as a change agent to identify areas for operational efficiency and continuous improvement
- Proposes customer solutions that are compliant with appropriate safety, environmental and local regulations.
- Deal with and resolve Subcontractor service issues to ensure a high level of service and customer service is given to the customer.
- Support the field sales team by implementing agreements and day to day guidance
- Provide detailed information to the field sales team around customers current contractual obligations.

**Specialist knowledge/skills and abilities**

**Essential**
- Good customer communication skills.
- Strong conflict resolution skills.
- Ability to remain calm and professional in stressful situations.
- Gathering & Analysing information about low margin work.
- Developing aggressive retention strategies based on customer feedback.
- Negotiating with customers to renew contracts and retain business.
- Building positive relationships with customers and business associates.
- Ability to present with confidence and clarity

**Desirable**
- Problem solver - can demonstrate the ability to think on his/her feet with mínimal input from others
- Waste management experience
- Advanced communication and interpersonal skills.
- Empathy and patience.

**Training, experience, qualifications required**

**Essential**
- Self-motivation

**Desirable**
- PC Skills Prior experience of Sales/CRM systems

**Other requirements**

**Essential**
- Excellent organisational skills.

**Desirable**
- Awareness of sustainability issues
- Awareness of environmental Legislation
- Resourceful - can successfully find answers to problems

**Job Types**: Full-time, Permanent

Schedule:

- 8 hour shift
- Monday to Friday

Ability to commute/relocate:

- Bootle, L20 8EX: reliably commute or plan to relocate before starting work (required)

Work Location: One location