As a Customer Relations Officer, you’ll be the first point of contact for our customers across the recycling and waste‑management operation. You will handle day‑to‑day service requests, ensure accurate updates in our systems, and work closely with Transport, Weighbridge and Accounts to make sure every customer receives a reliable, professional service. Your role is key to maintaining smooth operations and strengthening customer confidence in our service delivery.
Handle inbound calls and emails, managing customer requests from first contact to resolution.
Schedule and confirm collections and deliveries, coordinating effectively with Transport & Weighbridge teams.
Provide clear, proactive updates to customers throughout each service request.
Systems & Administration
Log all interactions accurately in the CRM and maintain up‑to‑date customer information.
Monitor SLAs, PODs, service performance and escalate risks early to ensure service continuity.
Support Duty of Care/admin processes including maintaining accurate account and documentation details.
Issue Resolution & Reporting
Manage and resolve billing queries such as POs, credits and invoice questions.
Record, triage and resolve complaints promptly and professionally, including follow‑up actions.
Produce simple daily/weekly summaries open tickets, missed collections, customer feedback trends.
This is not an exhaustive list. You may also be required to carry out any other duties as required by the business that you are qualified/trained in that meet the requirements of this role.
Skills, Knowledge and Expertise
Essential
Minimum 1 year in a customer-facing or administrative role (phone & email based).
Clear, friendly written communication and confident call handling under time pressure.
Strong Outlook and Excel skills with experience using a modern CRM.
Excellent attention to detail and ability to manage multiple priorities effectively.
Desirable
Experience in waste/recycling, logistics or transport planning.
Familiarity with weighbridge systems, route scheduling, SLAs or PODs.
Experience in complaints handling or service improvement processes.
