Customer Data & Reporting Coordinator

Working within the Recycle Loop and reporting to the Data & Reporting Manager to support our customers across the Construction, Housing & Infrastructure team, the Customer Data & Reporting Coordinator will play a vital role in supporting and mobilising customers on our bespoke technology offerings, ensuring their experience is seamless. You will be the primary point of contact for customer and internal staff queries and issues relating to the division's customer-facing tech products. Your responsibilities will include supporting customers in resolving operational and technical issues, mobilising them on new technology, and working closely with technical support and development teams. Your tech-savvy approach, proactive communication, and understanding of industry-specific quirks will be instrumental in ensuring a positive customer experience.

Accountabilities And Responsibilities

Customer Support: Provide excellent customer support for users of our bespoke technology offerings (Portal, Smartwaste integration and mobile app; Tipping, Sitebuddy and iAuditor), including triage, and troubleshooting operational and technical issues. Acting as a liaison between customers and the technical support team, ensuring timely resolution of any issues.

Technology Mobilisation: Lead the mobilisation of customers on new technology offerings, including user set-up, and configuration. For our data integration offering (SmartWaste) there will be day to day data management involved, including but not limited to liaising internally and externally to link our customers data to their SmartWaste accounts, mapping, and loading. You will conduct training sessions and provide documentation to ensure customers can effectively utilise new technologies.

Issue Resolution and Collaboration: Work closely with technical support and development teams to understand progress, estimated time of fixes, and the root causes of issues. Articulate technical details to customers in a clear and understandable manner.

Proactive Communication: Proactively communicate with customers to address potential issues before they arise and keep them informed about updates, enhancements, and new features.

Customer Confidence Building: Build and maintain strong relationships with customers, instilling confidence in our technology offerings and services. Act as a trusted advisor, understanding customer needs and providing tailored solutions.

Ticket Stats Tracking: Track high-level ticket statistics to identify themes and trends in customer-reported issues. Provide insights to internal teams for continuous improvement and proactive issue resolution.

Documentation: Create and maintain documentation related to customer support processes, issue resolutions, and technology mobilisation procedures.

Industry Knowledge: Leverage knowledge of the outsourced waste management industry to understand and address industry-specific quirks that may contribute to customer issues.

Key Experience

• Customer Service: Proven experience in customer-facing roles, preferably in a technology support or coordination capacity.
• Tech-Savvy: with a passion for technology and a 'bit of a geek at heart.' Familiarity with mobile applications, integrations, and basic troubleshooting.
• Ticketing/Case Management: Familiarity with ticket tracking and basic data analysis.
• Industry Experience: Knowledge of B2B outsourced services is highly beneficial, though not essential.
  
  

Key Skills

Some of the key skills that we feel would make you an ideal candidate for this role include:

• Troubleshooting: Strong problem-solving skills and the ability to articulate technical details to non-technical users.
• Methodical and Analytical: Customers may experience technical issues which may relate to non-technical causes (e.g. account on stop). You will need to be highly methodical and analytical in your approach to establishing and capturing the facts. Some issues you will be able to resolve other may need to be escalated to the IT helpdesk and/or engineering team, therefore you will need to conduct detailed triage steps to ensure you have everything you need to progress to resolution.
• Communication: The customer may be in a time-sensitive situation when encountering issues. You will need to manage expectations and possess excellent communication to keep them appraised of progress and next steps.
• Proactive and outgoing: As above some issues will be time-sensitive, you will have the ability to build rapport and instill confidence in customers.
  
  

Benefits Of Working For Reconomy Connect

• Holidays - 23 days of annual leave, increasing to 25 days after two years of service, plus bank holidays. After one year, you can also take advantage of our holiday buy/sell scheme for added flexibility.
• Birthday Leave - Enjoy your special day off once you reach one year of service.
• Volunteering Day - One paid day per year to support a local community project.
• MyPerks Platform - Access a wide range of discounts, cashback offers, cycle-to-work schemes, mortgage advice, wellbeing support, and more!
• Gym Discounts - Corporate discounts at selected local gyms.
• Financial & Family Support - Competitive pension contributions, life assurance, and enhanced maternity and paternity leave.
• Employee Referral Programme - Recommend great talent and earn a reward.
• Long Service Awards - Celebrating your milestones with us.
• Reward & Recognition Schemes - Recognising and celebrating achievements across the business.
  
  

Internal and External

Reconomy Connect