Job Specification

The Role

• Answer all incoming calls promptly and professionally
• Reports to Hire Desk Manager
• Record all incoming job data via system.
• Adhere to customer complaints procedure.
• Make contact to customers as required to check requirements.
• Ensure the sales team are advised of any price queries to follow-up or opportunities to develop.
• Adhere to stopped and new customer procedures re payments.
• Use all tools and systems available to achieve a highly efficient and effective scheduling service including adherence to all procedures relating to driving, sweeping and waste carrier related activities.
• Liaise with Senior Sales administrator and customer service manager in a professional manner and modify strategies accordingly to maximise opportunities to generate custom.
• Deal with driver holiday requests taking appropriate decisions.
• Assist management team with any other key issues.
• Allocate jobs in the most efficient and fair manner.
• Overview driving and duty time to ensure we adhere to working time guidelines.
• Provide driver support through one to one or group sessions as required in collaboration with the Customer service manager
• Always looking for ways to improve our effectiveness proving the management team with recommendations.

The Person

• IT Literat
• Strong Customer Service experience
• Background working within customer services, construction or transport would be advantageous
• Management experience with drivers would be desirable but not essential, previously dealing directly with customers would be more advantageous.
• Commit to use an out of ours work phone on a rota basis
• Polite and professional phone manner
• Strong interpersonal skills
• Influencing & Negotiating skills
• Ability to work well within a team
• Adhere to guidelines contained in driver’s handbook