Customer Service Advisor

We currently have a fantastic opportunity for an experienced Customer Service professional to join our busy team in Wednesbury.

This is a fast paced role working on the front line directly with our customers to ensure that they are given the best possible support and service.

Location: Wednesbury Treatment Centre, Potters Lane, Wednesbury, WS10 7NR

• You will be responsible for dealing with enquiries from internal and external Customers in a variety of manners, (predominately telephone and email).
• A large part of this role is ensuring that a customer query is progressed through the process to completion. Taking ownership for the process is very important to us at Biffa.
• You will have responsibility for a portfolio of Customers, building up good relationships with them and becoming the point of contact.
• Problem solving is an important part of the role, working with other departments within Biffa to find solutions within a fast pace environment.
• At Biffa, we often work to strict turnaround times and you will need to be able to work with tight timescales.
• Strong communication skills are a must! You will be dealing with people both inside and outside of the business at different levels.
• You will have a very strong passion for Customer Service and enjoy the challenge of turning a negative situation into a positive one.
• If you see a process or system that would benefit from improvement then we would encourage you to speak up to ensure we are always working at our best. We encourage new ideas!
• Within this role you will be working towards department targets and you will need to take responsibility for ensuring these targets are met.
• There will be a need for adhoc project activity, often in light with a campaign or a project going live.
• Team work is essential and you will become an effective and involved member of the team providing support when needed.
• As part of the role and the wider company we would look for you to actively contribute to the wider business as part of the Biffa family.
• Other adhoc tasks may be required.

Come and be part of the Biffa family, we think you’ll like it here.

Working hours:

We have 3 shifts rotating weekly. You will need to be flexible and able to work all shifts:

• 8.00 am - 4.30 pm
• 8.30 am - 5.00 pm
• 9.00 am - 5.30 pm


• 24 days holiday a year plus 8 bank holidays a year (32 in total)
• Opportunity to buy and sell holiday
• Pension scheme
• Retail and leisure discounts
• Medical cover
• Dental plan
• Cycle to work scheme
• Holiday and travel discounts
• Free Parking

About you:


• Minimum GCSE or equivalent in Maths & English
• A Level Chemistry (or similar) (not essential)


• Proven track record of working to clearly defined KPI’s/Targets
• Proven track record of delivering continuous improvement within an service environment
• Implementation and evaluation of new processes and developments (not essential)
• Development and implementation of data capture and recording systems (not essential)
• Writing SOPs & risk assessments (not essential)
• Experience of a call centre or customer facing role and/or waste services industry (not essential)

Knowledge : not essential but great if you have it:

• Demonstrable knowledge of Environment Agency guidance. (not essential)
• Knowledge of environmental compliance issues associated with waste classification, transport, packaging and labelling. (not essential)
• Knowledge of recycling processes & outlets (not essential)


• IT literate : proficient in using Microsoft software and databases
• Ability to influence and persuade people
• Good time management skills
• Organised with the ability to simplify complex issues (not essential)
• Analytical; data driven decision making (not essential)
• Able to communicate at all levels, both in verbal & written form. (not essential)
• Ability to deal with conflict and negotiate / manage the appropriate outcome (not essential)

About Biffa:

Here at Biffa, we have a friendly, open, honest culture that's based on mutual trust and respect. Safety is our number one priority and we look out for each other. We’re very proud of what we do and are continually striving to be better. We listen to our employees and we care about what our employees think.

At Biffa, we encourage our people to take responsibility. You'll have a real opportunity to make a positive contribution to our business, our customers and to the communities in which we operate. We’re committed to helping our people fulfil their potential. You'll find many exciting opportunities and challenges with us and people are rewarded fairly for their efforts, recognising the valuable contribution that everyone makes to our business. Biffa is the leading nationwide integrated waste management business providing collection, treatment, recycling and technologically-driven energy generation services.

Through the expertise of our people and investment in technology we promote and deliver sustainable waste management solutions.

Biffa Waste Service Ltd is an equal opportunities employer welcoming applications from all sectors of the community.


  • Customer Service