Job Description

Based at our site in Thriplow, Royston.

About the Company

Novus Environmental are a leading provider of specialist waste management services. The company serves a diverse customer base across multiple industry sectors, including healthcare, veterinary, pharmaceutical, Education, manufacturing, Research & Development and chemical as well as various government agencies & local authorities.

We offer a wide range of sustainable waste treatment, recycling and disposal solutions that are designed to increase levels of compliance, reduce costs and protect the environment.

We put a great emphasis on our culture and putting our customers and staff at the forefront of our business. We always ensure we always offer the highest level of service and cost effectiveness to our customers.

We are a growing company with a clear vision of expanding our services, committed to developing our people to the highest standards, delivering a hassle-free, high-quality experience for our customers, and driving real change for a Great Britain. And we are looking for passionate people to help us get there.

Purpose of the Role:

To lead and develop the customer service team, ensuring an exceptional customer experience, process efficiency, service quality, and supporting sales growth. This role involves optimising booking processes, resolving complaints and escalated issues, sending quotes, maximising conversions from enquiries, and coordinating effectively with the Transport and Commercial teams, while ensuring compliance with SHEQ (Safety, Health, Environment, and Quality) standards.

The ideal candidate is a strong leader who can empower Customer Service Advisors (CSAs) to work independently and take ownership of their responsibilities.

Key Responsibilities:

Lead, train, and motivate the customer service team, promoting proactivity within the team, ensuring high performance and professional growth.

Using our suite of applications, including Sales Force, Power BI and VWS Purgo, establish and monitor KPIs to track team performance, conversion rates, customer feedback, and operational efficiency.

Optimise customer service processes to ensure timely and accurate handling of customer bookings, enquiries and issues.

Manage customer portals, upload compliance documents, and process job tickets, ensuring accuracy.

Identify areas for process enhancement, proactively implementing strategies to improve the customer experience.

Maintain strong customer relationships, ensuring queries, complaints, and feedback are handled professionally and efficiently.

Handle escalated customer complaints, implementing preventive measures to reduce recurring customer issues.

Work closely with Transport and Commercial teams to ensure efficient scheduling, deliveries, and collections.

Ensure all customer service operations adhere to regulatory and SHEQ (Safety, Health, Environment, and Quality) standards.

Qualifications & Experience:

Eligibility to work in the UK.

Proven 3-5 years of experience in customer service management, preferably in waste management, logistics, or a related industry.

Strong leadership skills with a track record of team management and performance improvement through KPIs.

Experience in analysing customer service trends, optimising processes, and improving service quality.

Strong commercial awareness, with the ability to quote jobs and support sales initiatives and identify opportunities to increase revenue.

Proficiency in CRM software, ERP software, MS Office, and other relevant tools for scheduling, reporting, and analysis.

Qualifications in business, management, marketing, or a related field.

IOSH Training (or willingness to obtain).

Interest in sustainability and environmental practices.

Ability to empower and motivate CSAs to take ownership of their tasks and decisions.

A strong, assertive leader with excellent people management skills.

Self-motivated and results-driven, with the ability to work independently.

A problem-solving mindset, capable of making informed decisions to enhance customer satisfaction.

Strong attention to detail and data analysis skills.

Work Environment:

Office based at Novus Customer Service Department, Thriplow Heath, Near Royston, Hertfordshire SG8 7RR

Working hours: 08:30am to 17:00pm Monday to Friday - 37.5 hours per week

PPE requirements: in operational areas

Salary: 40,000 - 45,000 per annum depending on experience

Benefits:

Birthday leave in addition to holiday.

Access to discount retail scheme.

Training and development opportunities.

Full PPE & uniform supplied.

Free on-site parking.

Job Type: Full-time

Pay: 40,000.00-45,000.00 per year

Benefits:

Additional leave Employee discount Free parking Life insurance On-site parking Referral programme Store discount
Schedule:

Monday to Friday
Work Location: In person