Customer Advisor

Job Description

As the UK’s leading provider of environmental compliance, Valpak strives to work together towards a profitable, sustainable, waste-free world. To date, our teams work in partnership with more than 400 customers, in nearly every corner of the globe. Valpak contributes to achieving the mission of Reconomy’s complete global compliance offering – Comply Loop. Solving increasingly complex environmental regulatory challenges using data, expert local knowledge, and through leadership to drive business accountability across the globe. Our core values drive everything we do. We believe in promoting a supportive environment for our colleagues, delivering exceptional service to our customers, contributing to the community, and working towards a more sustainable environment. If you share these values and are passionate about making a positive impact, we'd love to have you on our team.

About the role

The Customer Advisor will liaise with suppliers, assisting them with their data submissions relating to our clients’ obligations under the Packaging, WEEE, Batteries and Plastic Tax regulations, alongside additional data requirements with the commencement of EPR. The SEA will work alongside Data Administrators, Account Managers and Data Team Managers to effectively communicate requirements for obligations calculations for a range of accounts. The Customer Advisor will support with suppliers of Data Insights’ customers to collect information by email, telephone, and live chat, as well as present webinars and proactively engage with the member’s supplier base. They will also interact with other departments within Valpak, as well as external organisations, and will therefore need excellent communication skills and a high level of professionalism.


Key Accountabilities

Customer service

• To produce written communication with clients and suppliers through emails
• To provide telephone and live chat support to clients and suppliers when collecting packaging weights information
• Conduct webinars regarding the process of data submission on our platforms

Data cleansing and maintenance

• To use in-house computer software to process packaging evidence information
• To use MS Excel and CRM applications to check and improve accuracy of data within supplier database
• To analyse submitted Plastic Tax evidence under HMRC criteria
• Collection of packaging, WEEE and batteries data
• To contact the suppliers of Data Insights’ clients to gain weights information by email
• To encourage and support supplier data submission through email and phone chases

Understanding of the packaging, WEEE, and batteries regulations

• To receive in-house training on the packaging, WEEE and batteries regulations
• To provide support to the Account Managers in the calculation of the packaging, WEEE and Batteries waste submissions

Valpak company policies

• To work within the guidelines of Valpak’s ISO accreditation and Risk Management Policies
• To adhere to all of Valpak’s Health and Safety Policies

Improvement and development

• To identify efficiencies to the engagement process where procedures can be more proactive
• To identify any potential anomalies in the Data Hub and feedback to Development team

Key areas

• Provide excellent customer service when dealing with clients and clients’ suppliers
• Develop a good understanding of Data Insights’ services and processes
• Provide a high standard of accuracy in collection and management of data

What we need from you

Experience, skills

• Task Driven
• Confident working with data via MS Excel
• Experience of working in an office environment using email and telephone is desirable
• Experience of analysing and manipulating large volumes of data is desirable
• Ability to speak Mandarin fluently is desirable
• Must have high standards of accuracy and attention to detail
• Must have excellent communication skills, both verbal and written
• Must be a confident individual who can work well on their own or as part of a team
• Must have high level of professionalism
• An interest in environmental issues is desirable

Qualifications

• Full UK Manual Driving License
• Minimum: Grade C in Mathematics and English GSCE/O Level standard
• Desirable: Educated to at least A level standard or equivalent

What we offer

• Dual Location / Hybrid worker Status
• Participation in our annual Incentive Plan (VIP) - up to 10% bonus
• 25 days annual leave plus bank holidays, volunteering day and your birthday off!
• Option to buy and sell up to 9 days annual leave
• Access to voluntary benefits including private medical insurance, cycle to work scheme, and subsidised gym membership
• Automatic inclusion in Life Assurance, Critical Illness and Disability Income protection schemes
• Pension scheme up to 8% employer contribution
• Access to reward & discount platform
• Wellbeing initiatives