Customer Service Coordinator

About the role

The Customer Service Coordinator will join the SWR Newstar team, part of Biffa, to provide first‑line support to waste‑management customers. This full‑time, hybrid position is ideal for candidates looking to launch a career in customer service while working in a dynamic, environmentally focused business.

Key responsibilities

• Answer inbound phone calls and respond to customer emails, meeting defined SLAs and KPIs.
• Listen to customers, understand their needs and take ownership of enquiries.
• Handle escalated issues and complaints in line with company procedures.
• Liaise with vendors on daily queries or complaints related to their services.
• Administer customer accounts, including data cleansing, temporary account setup, report collation, service bookings and invoice queries.
• Communicate with the depot network to resolve customer issues.
• Achieve targets for call quality, productivity and handling metrics.
• Make proactive outbound calls to inform customers of service changes or important updates.

Required profile

• Excellent written and verbal communication abilities.
• Ability to work independently and as part of a collaborative team.
• Self‑motivated with a proactive approach to tasks.
• Calm under pressure and capable of multitasking.
• High attention to detail and accuracy.

Required skills

What we offer

• Permanent contract with a salary of £26,227 per year.
• Hybrid working model – office and remote days.
• Opportunity to develop a career in a leading UK waste‑management company.
• Inclusive and diverse workplace culture.