Job Description

Environmental Compliance Advisor

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Stratford-Upon-Avon

Reporting To: Contact Centre Manager

Compensation: £26,800 - £28,000 / year

As the UK’s leading provider of environmental compliance, Valpak strives to work together towards a profitable, sustainable, waste-free world. To date, our teams work in partnership with more than 400 customers, in nearly every corner of the globe. Valpak contributes to achieving the mission of Reconomy’s complete global compliance offering – Comply Loop. Solving increasingly complex environmental regulatory challenges using data, expert local knowledge, and through leadership to drive business accountability across the globe. Our core values drive everything we do. We believe in promoting a supportive environment for our colleagues, delivering exceptional service to our customers, contributing to the community, and working towards a more sustainable environment If you share these values and are passionate about making a positive impact, we'd love to have you on our team.

About the role

Overall purpose

The Environmental Compliance Advisor role is key to the delivery of Valpak’s core business, compliance solutions, and sits at the heart of the business. The role presents opportunities for the individual to be involved in cross-departmental work and gain knowledge in other areas of the business, allowing the individual to expand and develop their skill sets. The advisor role will involve working as part of a team of advisors as the initial point of contact for our members and other customers, providing the required level of response, in a professional and efficient manner. Travel to customer meetings and external events is encouraged within the role. As part of the role, there will be the opportunity to get actively involved in a variety of projects, based on business needs. The advisor will have ‘hands on’ customer contact experience, have excellent customer focus and outstanding interpersonal skills. The advisor will be positive, proactive and enthusiastic, have a sense of humour and enjoy working as part of a team.
Key accountabilities

Customer Service

• Act as a first point of contact for all incoming member regulatory queries
• Deliver advice and technical support to members
• Develop a rapport with other departments within the business to ensure outstanding member service is delivered
• Provide excellent customer service at all times

Promote Valpak’s service offering and develop industry knowledge

• Be fully aware of and actively promote Valpak’s service offering, liaising with relevant departments as appropriate to find the best solution for the customer
• Confidently handle calls from prospective members or other customers
• Participate and present at member workshops and seminars

Data Accuracy

• Ensure all data submitted to Valpak by its members meets the required standard as stated in the current regulations, advising members appropriately
• Process data forms and play a pivotal role in the data round process

Understanding of regulations

• Develop a detailed knowledge of the data submission process and all relevant regulations, with the option to further specialise and hone knowledge in particular areas of interest

Account Management

• Account Management cont., Personally manage a portfolio of member accounts to ensure that the appropriate level of service is provided
• Play an active part in the retention of existing customers, identifying opportunities for Valpak to further support customers
• Develop a wider understanding of the market and industry, in order to support member queries

What we need from you

Skills

• Ability to manage and prioritise own workload, and to multi-task
• Ability to pick up, retain and deliver technical and regulatory information
• Highly IT literate in MS suite, particularly excel, word and PowerPoint
• Strong communication, interpersonal and negotiation skills
• Polite and professional at all times
• Highly numerate and able to analyse complex information
• Customer focused with drive to provide the highest level of customer satisfaction
• Positive, proactive, enthusiastic and approachable
• Flexibility and adaptability
• An interest or experience in environmental issues

Experience

• Customer service experience
• Full, clean UK driving licence.
• Desirable: Educated to Degree level or equivalent

What we offer

• Dual Location / Hybrid worker Status
• Participation in our annual Incentive Plan (VIP) - up to 10% bonus
• 25 days annual leave plus bank holidays, volunteering day and your birthday off!
• Option to buy and sell up to 9 days annual leave
• Access to voluntary benefits including private medical insurance, cycle to work scheme, and subsidised gym membership
• Automatic inclusion in Life Assurance, Critical Illness and Disability Income protection schemes
• Pension scheme up to 8% employer contribution
• Access to reward & discount platform
• Wellbeing initiatives