Job Ref: 213999799

Date: 2021-06-17 10:56:14

Apply Now

Waste Support Officer
Amersham
Temporary
Full time
£11.34 per hour

Pertemps Recruitment on behalf of Buckinghamshire Council has an opportunity for a Waste Support Officer in the Neighbourhood Services Team. This is a temporary position for until 30th September 2021, though there is potential for this to be extended further if the requirement is there. The pay rate is £11.34 per hour, and you will be working full time, 37 hours per week.

The purpose of this role is to deliver a high quality customer casework service both relating to telephony and other channels of customer contact, aiming to provide an efficient and accurate service

Responsibilities
Dealing with any customer enquiries, compliments and complaints relating to waste management, which may have been partially triaged by Customer Services, or that come directly into the service area from Members or other stakeholders. Escalations may be via the CRM Lite or by email, letter, face to face or similar. This may involve dealing with demanding customer telephone queries and ensuring those records on Contender or other waste management system(s) are up to date and complete. Maintaining a sound knowledge of the relevant policies and procedures within waste services to resolve customer queries and enquiries. Keeping abreast of service development and organisational change in order to provide accurate information and advice to customers. Be equipped to deal with all work streams within Waste Support, in order to provide resilience and consistency.
Processing service requests and service reports within Waste Services, identifying best practice and efficiencies with regards to waste support.
Managing casework regarding ongoing service issues, investigating and resolving casework promptly and effectively.
Analysing reports and trends coming through the Customer Service platform to the Waste Team with regards to contractors' performance and casework.
Managing the administrative support for new requests for service for new properties and developments in a time efficient way.
Liaising with contractors and other stakeholders and departments, to seek resolutions to problems.
Delivering the garden waste renewal process.
Identifying and reporting requirements for Waste Services, to support the production of performance reports and corporate performance indicators.
Providing waste support service with the daily updates required to the Contender, CRM, Echo system including the addition of new site items.
Proactively using report data to inform Contractor Managers of trends and emerging issues
Essential Skills and Experience
GCSE's C grade or above (or equivalent) in English
Experience of working in a customer services environment.
Experience of delivering administration support to a department
Experience of dealing with difficult customers and achieving effective resolution to problems.
Excellent verbal and written communication skills, listening, establishing the facts, mediating and managing expectations
Ability to quickly learn new skills and new computer systems.
Good working knowledge of Microsoft Word, Microsoft Excel, Microsoft Outlook and Crystal Reports – excellent and accurate data entry and keyboard skills.
The ability to approach tasks freshly with an open mind and be able to respond to change
Desirable Skills and Experience
 
An NVQ Level 4 (or equivalent) in Customer Services or Administration.
Educated to degree level or equivalent in a related subject

Apply Now