Who Are We?
At B&M Waste Services, we invite you to join us in building a sustainable future. Be part of a team that is committed to making a positive impact on the environment while driving innovation in waste management.
Within our inclusive and supportive work environment, we value collaboration, integrity, and continuous improvement. Your ideas and contributions matter as we work together to redefine waste management practices and shape a greener world.
Now let us tell you about the role
You will ensure all incoming calls are dealt with in a timely and efficient manner and that customer relationships are strengthened and customer experience enhanced. The company's mission is to be the leading independent provider of commercial waste services in our chosen conurbations. To achieve this by dynamic growth and exceptional customer service with a workforce who are responsive, customer-focused and are Right First Time in their work.
Responsibilities
1. To ensure incoming telephone calls are dealt with efficiently and professionally
2. To log all customer communications on the CRM System
3. Discussing and completing contractual amendments for customers relating to changes in services
4. To work with internal departments in resolving customer queries
5. Help the design, implementation and maintenance of a set of comprehensive policies and procedures
6. Post call new business cancellations, BDM leaves call their most recent customers, to provide the one-month phone call, sited dates
7. Introduce call plans to all bronze customers (below £10k)
8. Help increase cross-selling opportunities to engage the customer base. Food, glass for heavy bins, shredding, referrals, additional sites, tender opportunities
9. Proactively contact new customers after their first 6 weeks to introduce our other services
10. To ensure that all contracts and paperwork are updated as required
11. Maintain an excellent knowledge of company service offering and the waste management industry as a whole as well as being responsive to changes within the sectors/markets of our customers
12. General reception duties including meeting and greeting visitors
13. Directly responsible for effective customer contact to stop them from cancelling their contracts with the company
14. Review and resolve any price increase queries effectively and directly with Customers
15. Any other reasonable task as may be required from time to time
Skills and Experience
1. Prior experience within a customer services environment
2. Excellent telephone manner and extremely customer-focussed
3. Strong communicator
4. Conversant in the use of Microsoft Office applications
5. Good level of written and oral skills
6. Ability to deal with people at all levels
7. Be well presented with a confident and professional manner
8. Possess initiative and a can-do attitude
Job Info
Job Title: Desk Account Manager
Company: CV-Library
Location: Liverpool, Merseyside
Posted:
Closes: Jan 20th 2025
Sector: Other
Contract: Permanent
Hours: Full Time
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