EMR Metal Recycling
Customer Service Specialist
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What we offer:
#INDMP
The only way to truly know the benefits of this culture is to experience it as an EMR employee, but some examples of the support we offer include:
- Competitive pay rates and a bonus scheme
- 25 days annual leave plus the option to buy or sell leave
- Enhanced maternity and paternity leave
- Employee support, including life assurance and critical illness pay
- Wellbeing Scheme, giving every colleague – and their dependents – unlimited access to GPs and counselling, as well as cash back on a wide range of health and wellbeing treatments
- 24/7 anonymous access to advice on any aspect of health and wellbeing
- Financial wellbeing support, including access to affordable loans, savings plans, advanced earned pay and financial education
- Savings on online purchases from retailers and utilities to entertainment and beyond
- Cycle 2 work scheme
We’re proud to have achieved Great Place To Work status for three years running - and to be recognised among the UK's Best Workplaces in Manufacturing, Production & Transportation.
But it's about so much more than badges to us, it's about being recognised by our people for the continuous work we do to do better for them.
About Our Opportunity:
Do you want to be part of a team that really values your dedication to our business and our customers? Do you have excellent communication skills and a knack for problem-solving? Do you thrive in a fast-paced environment where no two days are the same? We’re seeking Customer Service Specialists, who are ready to deliver outstanding service to our customers.
We’re looking for people who really care – those with a real passion for delivering amazing customer service and are always prepared to do what it takes to get the job done. The primary responsibility of the Customer Service Specialist is to be the first line contact for inbound customer calls and emails, dealing with a variety of enquiries. You’ll act as an ambassador for our company, promoting our brand and values, and driving customer loyalty.
What You Will Be Doing:
These key responsibilities reflect the core areas of focus for the role, and demonstrate the role's impact on the company's success;
- Customer engagement: You’ll be the first line contact for inbound customer calls and emails, dealing with a variety of enquiries. That means you’ll need to be happy to talk to customers on the ‘phone, for most of your day.
- Customer relationships: Over the years, we’ve developed strong, loyal relationships with our customers – so we’d love you to keep that front and centre of your service delivery. That means making sure we actively listen to our customers and deliver on our promises.
- Problem Solving: You’ll be getting into the detail, investigating and resolving customer challenges promptly and efficiently.
- Collaboration: Working closely with other departments where needed, to find solutions for our customers, making sure we share feedback when it’s needed.
- Communication: The ability to flex your communication style whilst always maintaining a friendly and professional tone. We want to make sure we’re always providing clear and concise information to our customers.
- Documentation: Making it a priority to maintain accurate and detailed customer records, capturing the important detail and being clear about follow up.
- Sales through service: As a keen learner and skill builder, you may have the opportunity to get involved in some outbound calling too – speaking to our existing customers and helping them to understand EMR (and the services we offer) better.
- Have fun in your role and encourage others to do the same.
- Ensure the 3 pillars of EMR are front of mind in everything you do; People, Profit and Planet.
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Key Deliverables:
These key deliverables highlight the outcomes and results that the successful candidate is expected to achieve in their role. By focusing on the whole customer experience, you’ll contribute to the overall success of the company's customer service function;
- Customer Satisfaction: Ensuring high levels of customer satisfaction is a critical deliverable. You will be responsible for working as part of a team to achieve our service standards, hearing customer feedback, and implementing improvements as agreed with your line manager to enhance the overall customer experience.
- Personal Performance: It’s a must that you’ll work to deliver the high-performance levels we pride ourselves on.
- A keen learner: You’ll need to ensure you’re always willing to learn, being open to learning initiatives and taking personal responsibility for practically applying your skills.
Key Competencies:
- Communication: Making sure we understand each other & are understood. Good communication underpins success in everything we do.
- Customer commitment: Commits to delivering excellent customer service to meet expectations and satisfy customer needs – the EMR way.
- Team Work & Partnership: Working together to deliver better services for our internal and external customers.
- Continuous Improvement: Adapting to change and being open to different ways of doing things, through generating ideas and seeking out the best way to deliver our services.
- Tenacious and resilient: Customer service can be tough, but your positive attitude and determination should always shine through.
- Adaptable: Be ready to switch gears and adapt your style to different customer personalities and needs.
- Motivated and self-aware.
- Team player: Collaborate with your team mates to share best practices, support each other and celebrate successes.
- Always willing to take on a challenge.
- Strong attention to detail.
- Willing to ask for help and a keen learner.
- Passion for the business and the part they play.
- Trustworthy & authentic.
About you:
- A willingness to learn: This is the one non-negotiable! You’ll need to be open to delving into the depths of our business to understand who we are and why we do what we do.
- You’ll need to be prepared to be really hands on during the onboarding process: Our induction framework is one like no other – it’s fun, it’s varied, it’s fast - and it’ll be critical to supporting your skill development.
- Competence on IT systems: Think of things like Microsoft Office, Excel and generic CRM systems. You’ll need to have the ability to pick up new systems pretty quickly.
- A great attention to detail: The little things matter, so it’s important you’re in the detail, where you need to be.
- A skilled listener and confident conversationalist: Wrapped in the skill to deliver a professional, friendly service.
- A team player: Because teamwork makes the dream work! You’ll need to be willing to get involved, help your colleagues out where needed and most of all, always want to do the right thing for our customers.
- Adaptability: We work in a fast-paced, ever-changing environment, where no two days are the same!
- Reliability: You’ll need to want to work hard, be determined and resilient - and you’re not afraid of a little bit of grit!
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Who we are:
Our purpose is to create a future where the materials we use don’t need to be extracted from the planet.
At EMR, we give new life to unwanted materials. Every year, we recycle 10 million tonnes of metals and plastics, saving 19 million tonnes of carbon from entering the Earth’s atmosphere, diverting waste from landfill and protecting resources and habitats.
We couldn’t do any of this without our team members. In return for all they do, we do everything we can to create an environment of belonging, value, support and growth.
We’re proud to have achieved Great Place To Work status, but it’s about so much more than a badge. It’s about being recognised by our people for the continuous work we do to do better for them:
- ‘The people who work here are from varied backgrounds and have a variety of beliefs, all of which are accepted and respected.’
- ‘I’m encouraged to keep a healthy work-life balance so that I can be performing at my best.’
- ‘I’ve been supported every step of the way in my career progression.’
- ‘‘EMR offers a fantastic and inclusive environment; collaboration across the whole business, humility and hard work.’’
We couldn’t do any of this without our team members. In return for all they do, we do everything we can to create an environment of belonging, value, support and growth, underpinned by our Company values of We Care and We Do.
We Care
- Integrity: Our people are Respectful and Honest.
- Trust: Our people are Collaborative and Genuine.
We Do
- Accountable: Our people are Determined and Responsible.
- Innovative: Our people have a Growth Mind-set and are Progressive.
If you want to be part of something bigger than yourself, have a role that really makes a difference and work with likeminded people towards the same purpose, click the link to apply.
Recruitment Agencies
We operate a strict Preferred Supplier List (PSL) and do not accept speculative CVs. Any unsolicited CVs, whether related to a specific position or submitted speculatively, will not be considered.
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