Customer Advisor

About the Company:

For over 35 years, Dunmow Group has and continue to be the leading waste management business in Essex. We offer a comprehensive range of waste services such as skip hire, waste collection, scrap metal recycling and grab hire. We also have three waste transfer stations located in Chelmsford, Colchester and Clacton.

What you will get from us at Dunmow Group is a culture where we all work together to realise our potential. Combined, we give our customers nothing less than an exceptional experience with our products and services.

We stand by our core values; Passion, Innovation, Trust, Community and Hard Work.

Job Summary:

Dunmow Group are seeking to appoint a Customer Advisor.

As part of the customer advisor team based in Chelmsford at our Head Office, you will be the first point of contact for customers, handling enquiries providing support and comprehensive product and service information, building relationships with customers and identifying opportunities to enhance the customer experience.

You will assist customers in their purchasing decisions and look for commercial business opportunities in line with all company requirements to maximise sales and deliver the highest levels of customer service.

As part of a team, dedicated training will be provided for specific functions of the business and will provide as a stepping stone for progression within the group to specalised roles.

Key Responsibilities:

• A commitment to uphold and improve the high standard of customer care and promote a positive culture in dealing with customers

• Handling incoming calls for core services and customer service related functions such as new orders, changes to orders, problematic services and general functions of Dunmow Group
• Help maintain sales central inbox and purchase orders received through email communication enquiries
• Ability to quote prices and close sales confidently as well as processing payments securely and accurately.
• Supporting the transport team on problematic orders and customers
• Provide clear explanations of rental terms and conditions

• Managing skips through the hire cycle, ensuring that skips are delivered and returned on time including the capture of all extras that attract additional charges at the point of sale.
• Ensuring that they accurately comprehend clients’ requests and Identify commercial opportunities
• Processing online bookings
• Upselling products and services where possible and actively working towards reaching sales targets
• Maintaining accurate customer records in a company’s CRM system and completing call logs, reports and leads.
• Staying up to date regarding a company’s products, services and policies.

• Management of road permit applications
• Customer portal administration

Skills and Experience:

• Good interpersonal skills to establish a positive rapport with clients
• Excellent customer service skills to ensure that customers receive an exceptional service
• Punctual, hard- working, 'can do’ attitude.
• Strong analytical and problem-solving skills to correctly identify issues and determine the most effective solutions
• IT literacy, including a working knowledge of relevant software programs, such as MS Office and a CRM system
• Ability to remain professional and polite when dealing with unsatisfied customers
• Stamina to handle volumes of calls whilst preforming other duties
• Good geographical knowledge of the Essex region.

• Waste industry experience is desirable, but not mandatory. The company offers a full training programme and support to help new team members grow and reach their full potential.

Days: Monday-Friday Saturday mornings on a rota basis

Working Hours: 7:30am-4:30pm and 8:30-5:30 (2-week rota) - with occasional Saturdays 7:30-12.30pm on a rota basis.

Salary: £30,000

Holiday: 20 days plus recognised public holidays

Location: Chelmsford, CM3 3FY

Benefits:

• Company pension
• Enhanced maternity leave
• Enhanced paternity leave
• Health & wellbeing programme
• Life insurance
• Referral programme