Service Delivery Assistant - Fulll Time office based role - Edmonton N18 - Monday to Friday 7.30am to 5pm plus Saturdays on rotation
Job Description:
The role involves supporting the smooth running of Skip Desk operations and delivering excellent customer service in a fast-paced skip-hire business. It involves assisting with traffic management, coordinating collections and deliveries, and handling customer inquiries to ensure a seamless experience for both customers and drivers.
Key Responsibilities
Customer Service
* Act as the first point of contact for customers, handling inquiries via phone, email, and WhatsApp. Maintain a high standard of professionalism and courtesy in all interactions.
* Process bookings, amendments, and cancellations efficiently in the system with correct payment processing if applicable.
* Provide customers with accurate information regarding skip sizes, pricing, availability and road permit processing and conditions.
* Record and report all customer concerns or complaints promptly to Operations management Operational Support.
* Assist the Skip Service Controller in scheduling and coordinating lorry routes for collections, deliveries, and exchanges of skips
* Monitor driver progress and update schedules in real-time to ensure timely service.
* Permit management includes processing and billing new applications and arranging collection or renewal for containers on public highways.
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Maintain databases & Reporting for the following
* Maintain accurate records of skips on-site with an audit trail of all communications and rental charges where appropriate.
* Produce monthly clients' waste recycling reports.
* Updating when required all internal info records for the Skip Desk Team.
* Provide support during peak periods by managing additional operational or administrative tasks such as the Weighbridge ticket processing
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General business development support.
Key Skills and Attributes
* Customer-focused: Exceptional communication and interpersonal skills to provide excellent customer service.
* Organized: Strong organisational skills with the ability to prioritise and multitask effectively.
* Problem Solver: Proactive in identifying and resolving issues quickly and efficiently.
* Tech-Savvy: Familiarity with traffic management systems, booking software, or CRM platforms is desirable.
* Team Player: Ability to work collaboratively with drivers, customers, and internal teams.
* Calm Under Pressure: Comfortable handling high-pressure situations in a busy environment.
Requirements
* Experience in a similar role, ideally within the waste management, logistics, or construction industry.
* Strong geographical knowledge
* Proficiency in using Microsoft Office (Excel, Word, Outlook).
* Excellent verbal and written communication skills