Senior Customer Service Coordinator

Location: Alton, Hampshire

Hours: Full Time / Permanent - Monday - Friday 8.30am - 5pm - Hybrid working

A quick look at the role

The Customer Services Senior plays a key role in delivering outstanding customer service while supporting and guiding colleagues day to day. Acting as a link between the Customer Service team, Team Leaders, and Management, the role promotes best practice, supports team performance, and helps ensure a consistent, high-quality customer experience.

Your core responsibilities

• Deliver excellent customer service across multiple teams, resolving enquiries and issues at first point of contact wherever possible.
• Act as a key point of support for colleagues, providing guidance on systems, processes, and customer queries.
• Support the onboarding and development of team members through coaching, buddying, and day-to-day assistance.
• Handle more complex or sensitive customer cases and complaints, escalating where appropriate.
• Promote adherence to company policies, procedures, and quality standards.
• Support quality checks and ticket reviews, providing constructive feedback and helping balance team workloads.
• Identify recurring issues, trends, and opportunities for improvement, feeding insights back to Team Leaders and Managers.
• Lead by example in delivering professionalism, teamwork, and a customer-focused approach.
• Support process improvements, system changes, and new ways of working by helping colleagues adapt effectively.
• Contribute to a positive and collaborative team culture focused on engagement and continuous improvement.

Our essential requirements

• Proven experience in a customer service or contact centre environment.
• Strong communication, relationship-building, and organisational skills.
• Ability to remain calm, resilient, and professional under pressure.
• High attention to detail with a focus on accuracy and quality.
• Ability to use sound judgement to balance customer satisfaction with business needs.
• Experience supporting, coaching, mentoring, or guiding colleagues through knowledge sharing and role modelling best practice.
• Confident handling difficult conversations, complaints, and escalated customer queries.
• Strong understanding of customer service systems and processes, including CRM systems.
• Computer literate with experience using Microsoft Office and email systems.
• Consistent track record of achieving service and quality standards.
• Leads by example in following policies, procedures, and service standards.
• Flexible to travel occasionally, including overnight stays where required.

Being inclusive is core to our culture at Biffa; we believe different ideas, perspectives and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers and stakeholders, which is why you'll find us championing diversity, equity and inclusion at every turn.