SALARY: £38,771
HOURS: 40 per week
LOCATION: Albert Road, Bristol – office based
Customer Relations and Administration Manager
Purpose of the role:
Bristol Waste is in a period of transformation. We have recently brought together our customer relations and administration teams into one new team. It is a great time to join and help us shape how we serve both our external and internal customers.
Over the next 12 months we want to reposition the business, generating a positive image of Bristol Waste Company with residents, customers and Bristol City Council as our Client and Shareholder.
We are looking for a customer orientated and driven manager who is ready to use their skills to build and lead this team. The successful applicant will focus on bringing together our operational support into one centralised and interdisciplinary team able to support across all our business areas. They will also be key to unlocking our goals to improve customer experience, we strive to take a friendly and empathetic approach to answering Bristol residents and commercial customers queries and complaints.
As part of the Transformation & Stakeholder department’s management team, this role is fundamental to what we want to do as we focus on our customer experience – both external and internal - shifting the way the business is perceived and delivering an exceptional service.
We have great colleagues who get our future vision for the next stage of our growth, and we are looking for someone to lead and support them.
This is a unique opportunity to make your mark as you will be joining at a time when we want to do things differently.
Key Responsibilities:
- Has overall responsibility for the leadership, development, performance and delivery of the administration and customer relation teams, ensuring services are high quality, are undertaken with both a business and customer-based ethos, and meet Service Level Agreements (SLAs).
- Oversee the administrative activities that facilitate the smooth running of Bristol Waste’s waste and facilities management operations, organising people, information, and other resources.
- Oversee the Customer Relations team to ensure that all customer complaints (both waste and facilities management), Freedom of Information requestions (FOIs), Subject Access Requests (SARs) and other informal communications are handled effectively and to agreed SLAs, supporting the Customer Relations with escalations as required.
- Key liaison link to Bristol City Council’s (BCC) customer services team and disclosures team, maintaining positive working relationships, looking for opportunities for improved ways of working and support BCC with the roll out of service changes as required.
Essential Requirements for the Role:
- Experience of designing and implementing internal administrative processes and procedures
- Experience of automating transactional processes.
- Significant experience in handling difficult customer service situations/ conflict and ability to bring complaints/ issues to resolution.
- Significant experience of thinking strategically and exercising judgement to make decisions that will improve customer and residents overall experience, solve problems and support new ways of working.
- Strong analytical skills and experience of using data to identify trends and assess customer satisfaction levels.
- Demonstratable experience of leading administration teams and/or customer services function in a relevant service sector.
- Able to think strategically and make decisions that will improve customer and residents overall experience and solve problems.
Full Job Description can be provided upon request.
Our Benefits:
- Depending on your role we provide an employer contribution of up to 5% into the company pension scheme.
- Generous annual leave package with 25 days annual leave days plus 8 bank holidays.
- Support for Mental Health, we have an BUPA Employee Assistance Programme that provides support in a variety of different areas such as Mental Health, Financial and Family related topics. We also have Mental Health First Aiders across the business.
- Support for your Physical Health with our BUPA Health Cash Plan (we cover the cost of coverage for you), Cycle to Work scheme and an onsite Physiotherapist. All free for our colleagues.
- Because we value our colleagues so much, we want to recruit more employees just like them. Which is why we have our employee referral scheme.
- Dedicated learning and development team. We take pride in developing our colleagues and some examples of this include our In-House Driver Development Programme and internal promotions. Many of our Senior Leadership Team have developed from Operational roles, such as one of our Contract Managers who started as a Street Cleanser.
- Employee recognition awards and long service awards. To celebrate our colleagues wherever they are on their journey with us. We recognise and celebrate talent.
- Flexible working, we recognise that everyone is different and strive to create an environment that supports all colleagues. We have introduced a hybrid working model where possible and actively encourage part-time working, job sharing and flexibility on hours. If this interests, you please do get in touch, and we can start a conversation.
N.B:
- Due to a high number of applications, we’re unable to get back to everyone who may have applied but unfortunately didn’t get shortlisted. If you haven’t heard from us within 3 weeks of applying, please assume you have been unsuccessful, but we thank you very much for your interest in working for BWC and advise to check our website for new vacancies arising.
- We reserve the right to close this role early should we receive sufficient applications.
To discuss this role, your application, or any reasonable adjustments please feel free to contact our People Services team on recruitment@bristolwastecompany.co.uk or by phone on 0117 440 6676.
We are on equal opportunity employer and welcome applications from a diverse range of candidates.