Job Description

What we offer

#INDLP

Everything must recycle. It’s what we stand for.

Together we turn today’s materials into tomorrow’s possibilities. Today’s old into tomorrow’s new. Used to useful. Waste into something worthwhile. You could be at the centre of change that will be felt for generations to come, keeping valuable resources in circulation and helping to make circular materials the standard for global industry.

Work this important deserves proper pay and proper benefits.

• Competitive pay rates and a bonus scheme
• 25 days annual leave plus option to buy or sell
• Enhanced maternity and paternity leave
• Employee support - including life assurance and critical illness pay
• Wellbeing scheme - giving colleagues and dependents unlimited access to GPs and counselling, and cash back on health and wellbeing
• 24/7 anonymous health and wellbeing advice
• Financial support - including affordable loans, savings plans, advanced earned pay and education
• Money off shopping, utilities, entertainment and more
• Cycle 2 work scheme
• Get stuck in but never get stuck – ongoing training and development plans tailored to how you want to progress

Applying to a new job is a big decision – even when the company you’re applying to has been voted a Great Place to Work for four years running and one of the UK’s Best Workplaces in Manufacturing, Production and Transportation.

About Our Opportunity:

Do you want to be part of a team that really values your dedication to our business and our customers? Do you have excellent communication skills and a knack for problem-solving? Do you thrive in fast paced environment where no two days are the same? We’re seeking Customer Service Specialists, who are ready to deliver outstanding service to our customers.

We’re looking for people who really care – those with a real passion for delivering amazing customer service and are always prepared to do what it takes to get the job done. The primary responsibility of the Customer Service Specialist is to be the first line contact for inbound customer calls and emails, dealing with a variety of enquiries. You’ll act as an ambassador for our company, promoting our brand and values, and driving customer loyalty.

What You Will Be Doing:

• These key responsibilities reflect the core areas of focus for the role, and demonstrate the role's impact on the company's success;
• Customer engagement; You’ll be the first line contact for inbound customer calls and emails, dealing with a variety of enquiries. That means you’ll need to be happy to talk to customers on the ‘phone, for most of your day.
• Customer relationships; over the years, we’ve developed strong, loyal relationships with our customers – so we’d love you to keep that front and centre of your service delivery. That means making sure we actively listen to our customers and deliver on our promises.
• Problem Solving; you’ll be getting into the detail, investigating and resolving customer challenges promptly and efficiently.
• Collaboration; working closely with other departments where needed, to find solutions for our customers, making sure we share feedback when it’s needed
• Communication; the ability to flex your communication style whilst always maintaining a friendly and professional tone. We want to make sure we’re always providing clear and concise information to our customers.
• Documentation - making it a priority to maintain accurate and detailed customer records, capturing the important detail and being clear about follow up.
• Sales through service - as a keen learner and skill builder, you may the opportunity to get involved in some outbound calling too – speaking to our existing customers and helping them to understand EMR (and the services we offer) better.
• Have fun in your role and encourage others to do the same.
• Ensure the 3 pillars of EMR are front of mind in everything you do; People, Profit and Planet.

About you:

• A willingness to learn; this is the one non-negotiable! You’ll need to be open to delving into the depths of our business to understand who we are and why we do what we do.
• You’ll need to be prepared to be really hands on during the onboarding process – our induction framework is one like no other – it’s fun, it’s varied, it’s fast - and it’ll be critical to supporting your skill development.
• Competence on IT systems; think of things like Microsoft office, excel and generic CRM systems. You’ll need to have the ability to pick up new systems pretty quickly.
• A great attention to detail; the little things matter, so it’s important you’re in the detail, where you need to be.
• A skilled listener and confident conversationalist; wrapped in the skill to deliver a professional, friendly service.
• A team player; because teamwork makes the dream work! You’ll need to be willing to get involved, help your colleagues out where needed and most of all, always want to do the right thing for our customers.
• Adaptability; we work in a fast paced, ever-changing environment, where no two days are the same!
• Reliability – you’ll need to want to work hard, be determined and resilient - and you’re not afraid of a little bit of grit!

Who we are:

The products we’ll all need tomorrow depend on us making the most of today’s end-of-life metals, plastics and other materials.

Take a car at the end of its life - most people just see a…car at the end of its life.

We see steel, aluminium, copper, plastics, rubber, glass, parts, fluids, costs, risks, markets and – most importantly - possibilities.

Now, multiply that by thousands of cars – we recover, reuse and recycle all those valuable materials and put them back to work as low-carbon materials for manufacturing, infrastructure, energy and transport.

And that’s just one thing we recycle. Add buildings, factories, ships, railways and industrial equipment. That’s all our hard work – the gritty, practical, commercial, difficult work our 4,000 global colleagues do every day.

Anything from a can to an aircraft carrier can become anything from a bicycle to a building and, at the same time, we help to avoid 19 million tonnes of carbon and 10 million tonnes of waste to landfill, protecting nature, resources and the next generation’s future.

Which is all well and good for us to say, but this is what the real people behind the really hard work think:

“The people who work here are from varied backgrounds and have a variety of beliefs, all of which are accepted and respected.”

“I’m encouraged to keep a healthy work-life balance so that I can be performing at my best.”

“I’ve been supported every step of the way in my career progression.”

‘‘EMR offers a fantastic and inclusive environment; collaboration across the whole business, humility and hard work.”

Four years as a certified Great Place To Work is no small feat. Oh, and don’t forget one of the UK’s Best Workplaces in Manufacturing, Production and Transportation. That’s pretty good too.

But we can do better. We’re aiming for a place in the top 60 companies in the UK – not for the accolade but for the improvement. A journey you should probably join us for.

If you want to be part of something bigger than yourself, have a role that really makes a difference and work with likeminded people towards the same purpose, this is the role for you.

Recruitment Agencies

We operate a strict Preferred Supplier List (PSL) and do not accept speculative CVs. Any unsolicited CVs, whether related to a specific position or submitted speculatively, will not be considered.