Customer Service Advisor

Who are we?

Smiths (Gloucester) Ltd is a family run business owned and run by the Smith family since 1982. Smiths has grown from a single owner-operated plant hire company to a multifaceted group with family values still firmly at the heart of each project undertaken. With depots in Avonmouth, Cardiff, Gloucester, Stonehouse and Tewkesbury we operate predominately across the South-West of England. We specialise in Construction, Waste Management, Plant Hire, Demolition and Transport operations.

What we're looking for?

The Customer Service Advisor is responsible for delivering exceptional customer service to domestic, commercial, and industrial customers within a busy waste management and recycling business. The role serves as the first point of contact for customers, handling enquiries, service requests, complaints, quotations, and account administration while ensuring a professional and positive customer experience.

The successful candidate will work closely with the transport, operations, sales, weighbridge, and finance teams to ensure customer requirements are met efficiently and accurately.

Hours: 08:00 - 17:00 Monday - Friday

08:00 - 12:00 Sat (1 in 4 Working Saturdays)

Responsibilities for the Role?

Customer Service

• Handle incoming telephone calls, emails, web enquiries, and customer visits professionally and efficiently.

• Provide information regarding waste collections, skips, hook bins, recycling services, hazardous waste, aggregates, demolition, and other company services.

• Log, manage, and resolve customer enquiries in accordance with company procedures.

• Deliver excellent customer service and maintain strong customer relationships.

• Manage customer complaints promptly and professionally, escalating where necessary.

• Support customers with service changes, additional collections, missed collections, exchanges, and cancellations.

Administration & Data Management

• Accurately input customer information and service requests onto company systems.

• Maintain customer records and ensure all account information is up to date.

• Process orders, service requests, contract amendments, and customer correspondence.

• Prepare quotations and service agreements as directed.

• Generate reports and assist with administrative duties as required.

Operational Support

• Liaise with transport planners and operational teams regarding customer requirements.

• Coordinate collection schedules and service changes.

• Monitor service delivery and proactively address any issues affecting customers.

• Support depot operations by communicating customer requirements clearly and accurately.

• Assist in resolving missed collections and service delivery concerns.

Sales Support

• Identify opportunities to upsell additional services.

• Pass qualified sales opportunities to the Commercial or Sales Team.

• Support customer retention initiatives and contract renewals.

• Promote recycling and sustainable waste management solutions to customers.

Compliance & Health and Safety

• Ensure compliance with company policies and procedures.

• Understand waste management legislation relevant to customer enquiries.

• Adhere to GDPR and data protection requirements.

• Maintain confidentiality of customer and company information at all times.

• Follow all health, safety, environmental, and quality procedures.

What can we offer you?

• Life Assurance Scheme

• Free on-site Parking

• Corporate gym membership discount

• Annual Salary Review

• Employee discount (50% on Skip Hire, other discounts on group services)

• Progression opportunities

• Be part of a progression family run business

• 24 hour unlimited access to mental health support

What are our core values?

If these values align with yours you are in the right place!

Honesty - We believe that honesty in all matters is the best policy.

Family values - We operate as a family unit with high moral standards, discipline and respect.

Hardworking - We are certain that nothing is impossible if you work hard enough at it.

Reliability - We pride ourselves on not letting people down and being true to our word.

Environmental sustainability - We aim to minimise the impact that our company has on the environment by reducing emissions and waste, and recycling a large proportion of our waste (90% plus). We truly believe in a greener future for generations to come.

Please apply if you are interested in this role and we will come back to you.