Customer Support Executive

Location:Avonmouth
Salary: £28,000 Per annum
Hours:37.5 hours per week Monday - Friday

About Bristol Waste Company

At Bristol Waste Company, what we do matters. We keep Bristol and the surrounding areas clean, safe and moving. Working in partnership with the council, we support the city's sustainability goals while delivering high quality, value for money services. Our commercial operations are growing, and we're looking for people who share our values and want to grow with us.

The Role

To provide high-quality customer service and administrative support, ensuring customers receive timely responses, accurate information, and an excellent onboarding experience. The Customer Support Executive manages inbound email enquiries, prepares and issues customer welcome packs, supports the onboarding of new accounts, and produces customer reports that help the Commercial Team make informed decisions.

Key Responsibilities

• Respond promptly and professionally to inbound customer emails, providing accurate information, resolving queries, and ensuring issues are fully followed through.
• Prepare and issue welcome packs for new customers, ensuring all onboarding documentation is correct, clear, and sent in a timely manner.
• Support new customers through the onboarding process, ensuring a smooth, positive experience and strong early engagement.
• Produce routine and ad-hoc customer reports, including account activity, service usage, contract details, and customer trends.
• Work closely with the Commercial Team to ensure customer onboarding, service set-up, and ongoing support meet high standards.
• Maintain accurate and up-to-date customer records in all business systems and CRM platforms.
• Assist in managing customer escalations by gathering relevant information, liaising with internal teams, and communicating updates to customers.
• Contribute to continuous improvement by identifying common customer issues, process gaps, or opportunities to enhance the customer experience.

What We're Looking For

• Demonstrates strong written communication skills, responding professionally and clearly to customer enquiries.
• Provides a high standard of customer service through empathy, active listening, problem-solving, and effective complaint handling.

Customer Onboarding & Account Management Knowledge

• Understands customer onboarding best practice, account setup processes, customer documentation, and the role of customer data in supporting the wider customer journey.

Administrative Accuracy & Attention to Detail

• Produces accurate, high-quality administrative work, maintaining customer records and documentation while adhering to data privacy, GDPR, and customer confidentiality requirements.

Organisation & Time Management

• Effectively manages multiple priorities, tasks, and deadlines within a fast-paced environment, demonstrating strong planning and organisational skills.

Digital & Data Management Capability

• Confidently uses CRM systems, email platforms, reporting tools, and customer databases to manage information, track activity, and produce reports that support service delivery.

Relevant Customer Support Experience & Collaboration

• Brings experience in a customer service or customer relations environment, handling email-based enquiries, supporting onboarding activities, and collaborating with sales, operations, and service teams to resolve customer issues and improve customer outcomes.
• 25 days annual leave + 8 bank holidays
• Free BUPA Health Cash Plan and Employee Assistance Programme
• Onsite physiotherapist and Cycle to Work scheme
• Learning and development opportunities with clear progression routes
• Reward Gateway discounts at 900+ retailers
• Employee recognition awards and long service awards

Everyone Belongs

We're proud to be an inclusive employer and welcome applications from people of all backgrounds. We value diversity and ensure fair and equal consideration for all candidates.

Contact:

Talent Acquisition Team

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