Job Description

A quick look at the role

As a Customer Services Administrator, you’ll play a vital part in ensuring a smooth and professional customer experience. You’ll take ownership of assigned tasks, maintain accurate records, and ensure all communication is timely, clear, and aligned with service standards.

Location: Alton, Hampshire

Hours: Full Time - Monday - Friday 8.30am - 5pm - Hybrid working

Permanent

Salary: £26,227.50

Your core responsibilities

Customer Interaction

• Keep customers fully informed of delivery dates, exchanges, and updates once requests have been processed by Service Coordinators
• Update and manage all tickets relating to individual customer requests
• Maintain clear communication with customers following missed collections

Vendor Liaison

• Liaise daily with vendors to chase delivery dates and collection weights
• Respond to and resolve customer queries relating to vendor services

General Administration

• Maintain and update customer and vendor information within the database
• Log, action and close all calls and requests in a timely manner
• Ensure documentation and procedures are accurately maintained

Internal Communication

• Coordinate and liaise professionally with all departments where required

Customer Services Inbox Management

• Manage and maintain the shared inbox
• Reassign communications to Service Coordinators as appropriate
• Ensure SLAs are met at all times

Our essential requirements

• Brings positive energy, enthusiasm and thrives as part of a team
• Communicates confidently and professionally with customers, colleagues and suppliers at all levels
• Has exceptional attention to detail and takes pride in getting things right first time
• Is highly organised, efficient and able to manage multiple tasks simultaneously
• Takes ownership of their workload and uses initiative to solve problems
• Works confidently both independently and collaboratively
• Remain calm, focused and professional in a fast-paced environment
• Respond to emails and queries promptly, maintaining high service standards at all times
• Understand when to escalate issues and follow correct procedures
• Continuously look for smarter, more efficient ways to improve administrative processes
• Deliver every task in line with service level agreements and company standards

Changing the way people think about waste.

At Biffa, we love working with waste. Whether we’re turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. It’s a view that’s shared by our 11,500+ people around the country, who trust us to provide them with a career that’s always rewarding, often challenging, but never dull. And it’s why we’re the UK’s No. 1 choice for business waste management.

Dedicated to diversity.

Being inclusive is core to our culture at Biffa; we believe different ideas, perspectives and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers and stakeholders, which is why you’ll find us championing diversity, equity and inclusion at every turn.