Job Description

Job description

Job Title:

Customer Service Manager

Salary:

Up to 45,000 p/a dependant on experience

Responsible to:

Managing Director

Responsible for:

Proactively managing the customer service function of the Company with the support of the 4 additional members of the Customer Service's Team.

Department:

Customer Service

Location:

Lili Waste Head Office Tonbridge, Kent TN9 1EX

About our Company

Lili Waste Services Ltd is a dynamic, privately owned SME waste collection business operating nationally with depots in Kent, Essex, London, Hampshire, Yorkshire and South Wales. With a fleet of modern vehicles and provision in house of all main waste and recycling collection services, we pride ourselves on delivering a first-class customer experience, reliable and responsive services, underpinned by a "get it right first time" ethos.

Job Summary

We are seeking a highly organised, proactive, enthusiastic and effective Customer Service Manager to deliver excellent customer service to our extensive and diverse range of customers. You will be joining an ambitious and growing Company with a close-knit team of like-minded and committed individuals.

Duties and Responsibilities:

Ensure all phone calls are managed in line with all Company KPI's/targets.

Manage and coordinate the contract setup for direct customers to include sending welcome packs, co-ordinating the delivery of bins.

Proactively review customer data to identify customer service improvements and upselling opportunities.

Manage customer retention.

Provide line management, mentoring and support the development of the Customer Service's Team.

With the support of the team manage the Customer Services and Sales Inboxes.

Assist the Broker Team as needed with specialist customer portals.

Qualifications and Experience:

Highly methodical and organised.

Effective time management and prioritisation skills.

Responsive to customer needs.

Willingness to make decisions.

Excellent communicator both on the phone and in writing.

Experience of working in customer services within a dynamic and fluid service sector environment.

Computer literate and confident to use all key software packages and bespoke IT systems.

Ability to identify and implement improvements in processes and procedures.

Reliable and dependable.

A knowledge of the waste and recycling sector would be useful, but not essential.

Lili Waste Services is an Equal opportunity employer.

Job Type:

Full Time & Permanent

Benefits:

Additional leave

Company events

Company pension

Cycle to work scheme

Working Pattern:

8:30 - 17:30 (8 hours with a 1-hour lunch break) Monday to Friday

Job Overview

Job Type: Full-time

Pay: 40,000.00-45,000.00 per year

Benefits:

Company pension
Work Location: In person