Customer Service Support Officer

Island Waste is part of the Guernsey Recycling Group (GRG). GRG is a leading recycling and waste management company, proudly helping local businesses and households to recycle as much as possible.

We are looking for a friendly, professional, and organised Customer Service Support Officer to join our team. This is a busy office-based role where you will be the first point of contact for our customers, providing excellent service and support over the telephone and via email.

The successful candidate will be confident communicating with customers, handling enquiries efficiently, and helping to resolve issues in a positive and professional manner.

Applicants must live in Guernsey and hold a valid right to work.

No accommodation is provided with this role.

• Full-time, permanent position.
• Monday to Friday 07.00am – 16.00pm
• Competitive salary, dependent on experience
• To apply, please send your CV to Zoe Ouseley [email protected]

Key Responsibilities

·       Act as the first point of contact for Customers, providing information about our services, waste acceptance criteria and pricing for different waste grades and hazardous materials.

·       Handling enquiries – by phone and email, providing customers with detailed, accurate information about our services and policies. 

·       Processing customer requests – Booking in services, processing payments securely, liaising with customers on compliance issues.

·       Providing customer support – handle customer enquiries and complaints, professionally and efficiently, ensuring a positive outcome where possible.

·       Maintaining customer records – update and manage customer information.

·       Collaborating with Teams – working closely with other teams to ensure excellent customer service standards are maintained.

·       Maintain accurate customer records using Microsoft 365, Outlook, word, excel, SharePoint and internal systems.

• Provide administrative support to the wider team as required

The ideal candidate will have:

·       Excellent verbal and written communication skills.

·       Active listening skills.

·       Organisational skills and the ability to multitask.

·       Be polite, professional & conscientious. 

·       Be able to remain calm and empathetic when overseeing difficult situations or dealing with customer complaints. 

·       Ability to work in a fast-paced environment

·       Be confident using Microsoft 365 applications, including Outlook, Word, and Excel.

·       Previous customer service or call handling experience would be advantageous but is not essential.

GRG offers an employment package, with benefits for this role including:

·       21 days annual leave increasing with length of service.

·       A Secondary Pension upon successful completion of a probation period.

·       Health Insurance upon successful completion of a probation period.

·       3-month probation