Customer Support Executive

Bristol Waste Company

7h•Hybrid

About The Position

Bristol Waste Company is hiring a Customer Support Executive to provide high-quality customer service and administrative support. The role ensures customers receive timely responses, accurate information, and a positive onboarding experience. Responsibilities include managing inbound email enquiries and calls, preparing and issuing welcome packs, supporting new account onboarding, and producing reports to help the Commercial Team make informed decisions. The position is based in Avonmouth and is hybrid, with four days onsite and one day working from home. Hours are 37.5 per week, Monday to Friday. Bristol Waste Company works in partnership with the council to provide services that support the city’s sustainability goals.

Requirements

Excellent communication skills, including clear and professional communication with customers by telephone, email, and face-to-face.
Confidence handling a high volume of inbound and outbound calls while maintaining a positive and professional manner.
Strong customer service experience, including resolving queries, providing accurate information, and delivering a positive customer experience.
Ability to handle difficult conversations calmly and professionally, using empathy, active listening, and problem-solving skills.
Good interpersonal skills and ability to build positive relationships with customers and colleagues.
Strong problem-solving skills and a proactive approach to finding solutions and escalating issues when required.
Excellent organisational skills, including the ability to prioritise tasks and manage multiple enquiries.
IT literacy, including experience with CRM systems, Microsoft Office applications, and customer databases.
Attention to detail and accurate record-keeping and follow-up.
Ability to work independently and as part of a team in a fast-paced, customer-focused environment.
Reliable transportation and ability to commute to Avonmouth daily.
Resilience and adaptability during busy periods and challenging situations.

Responsibilities

Respond promptly and professionally to inbound customer emails and calls, provide accurate information, resolve queries, and follow issues through to completion.
Prepare and issue welcome packs for new customers, ensuring onboarding documentation is correct, clear, and sent promptly.
Produce routine and ad-hoc customer reports covering account activity, service usage, contract details, and customer trends.
Work with the Commercial Team to support customer satisfaction, service setup, and ongoing support.
Maintain accurate and up-to-date customer records in business systems and CRM platforms.
Assist with customer escalations by gathering information, liaising with internal teams, and updating customers.
Identify common customer issues, process gaps, and opportunities to improve the customer experience.