Loyalty Team Executive Maternity Cover 9-12 months

Job Description

Changing the way people think about waste.At Biffa, we love working with waste. Whether were turning it into sustainable power, finding new ways to recycle it or simply keeping it off the streets, we believe every day is an opportunity to improve the lives of millions. Its a view thats sharedby our 10,000 colleagues around the country, who trust us to provide them with a career thats always rewarding, often challenging, but never dull.That is why were the UKs No. 1 choice for business waste management.Help us make a difference as a Loyalty Team Executive in Barlborough covering a maternity contract for 9-12 months.A quick look at the role.The role holder will improve customer retention within Biffa, both through reacting to customer requests to terminate, and by proactively identifying customers who may need to discuss the services they have with us. Working in conjunction with Biffa colleagues,through effective root cause analysis, you will help to identify areas of development for the business and in turn retain SME customers who otherwise may have terminated their contracts.This will be a customer facing role, with regular telephone contact, delivering a personable and individual service to our customers. This role will help the business to achieve the desire to put the customer first and support the initiatives devised toenable us to do this, whilst at the same time, supporting the growth and profitability of our SME Sector.Why its an opportunity not to be wasted.

• Demonstrate ownership of customer termination enquiries referred from the customer services teams, ensuring all customer communication is timely, empathetic, individual and in line with customer requirements.
• By identifying the core reasons customers are looking to terminate their services, provide realistic solutions to them, setting expectations of what Biffa will do to support their needs and ensuring customer follow up is achieved.
• Demonstrate effective use of the relevant pricing tools available to ensure that any amendments to pricing offered are made in line with business and customer requirements, ensuring retention targets are met while at the same time remaining profitable tothe business.
• Complete analysis of customer contact to proactively identify customers who may be experiencing service issues, and complete outbound calls to speak with them about these concerns, identifying where Biffa can make changes and improve the service providedto them.
• Manage all customer contact in line with current Biffa policies, procedures and standards, whilst also meeting agreed KPIs and SLAs.
• Based on effective root cause analysis, make recommendations for improvements to policies and processes, working with the process improvement, quality and training teams accordingly. Identify trends and work with CS to improve the customer experience.
• Demonstrate effective communication with internal stakeholders, in particular Commercial colleagues, to ensure customer needs are discussed and agreed, and enquiries passed to the relevant department in a timely manner.

RequirementsHeres what we require:

• Exceptional ability to communicate effectively and clearly at all levels
• Ability to prioritise, plan and organise, working to robust SLAs and KPIs
• Ability to work in fast paced environment, show resilience and can work under pressure
• Must be passionate about the customer and the quality of the service provided, is tenacious to resolve customer issues
• Excellent active listening and questioning skills
• Ability to use own initiative to present solutions and make decisions
• Ability to negotiate and influence at all levels
• Proactive team player with strong desire to make things happen and a positive attitude
• Ability to demonstrate effective stakeholder management to ensure actions are taken to resolve complaints effectively

BenefitsAnd heres why youll love it at Biffa.

• Competitive salary £22,000
• Maternity Cover Contract 9-12 months.
• Ongoing career development, training and coaching - Because if you dont grow, we dont grow.
• Generous pension scheme.
• Retail and leisure discounts.
• Holiday and travel discounts.
• Life cover.

Dedicated to diversity.At Biffa we believe different ideas, perspective and backgrounds are key to developing a creative working environment that delivers real results. Its why youll find us championing diversity and equality at every turn.