Refuse Service Delivery Coordinator

at  Everflow

Job Advert
A bit about us
Everflow is proud to be recognised as one of Europe’s fastest-growing companies, securing the 51st and 3rd spots in the Financial Times’ annual Fastest 1000 Growing Companies ranking over the past three years. By 2024, we’ve achieved a turnover of approximately £154 million, marking a growth of about 33% on Financial Year 2023. As a technology-enabled utility company, we’re leading the charge towards a sustainable, multi-utility future for Small and Medium-sized Enterprises (SMEs).
Our mission is to make utilities simple and create jobs that people love.
We aim to enable businesses to focus on growth, reduce wastage, and contribute to environmental sustainability.

Our approach includes:

• Prioritising investment in our team, creating fulfilling roles that people are passionate about.
• We firmly believe in prioritising people over profits in our decision-making process.
• Offering greener, more transparent utility options.
• Delivering an automated, digital-first experience.
• Simplifying the process for businesses to reduce their utility consumption.
• Enhancing the broker market by developing the premier sales platform for multi-utility services.

The Role
As a Service Delivery Coordinator, you will be at the forefront of our refuse operations, ensuring that the end-to-end processes are managed with the upmost priority and precision. You will be the critical link between our internal refuse operation and suppliers, ensuring that service delivery meets and exceeds customer expectations. Your role is pivotal in maintaining our reputation for exceptional customer service and operational excellence.

What you’ll be doing

• Customer Service Excellence:
• Serves as secondary point of contact for escalations and general enquires, for both general and ad-hoc refuse services, ensuring the customer’s needs are always met.
• Support internal operation teams to resolve customer inquiries and complaints with a focus on delivering outstanding service and enhancing customer satisfaction.
• Job Coordination:
• Support job bookings ensuring timely and efficient service delivery.
• Work closely with refuse supply chain personnel, to ensure supply chain escalations are addressed in a timely manner.
• Ensure that all job bookings align with customer expectations and contractual agreements.
• Supplier Management:
• Develop and maintain strong relationships with suppliers to ensure optimal service delivery.
• Support the monitoring of supplier performance and highlight repeat issues with the supply chain Manager, whilst reacting quickly to operational issues.
• Operational Efficiency:
• Work closely with the Refuse Operations Manager to streamline processes and improve service delivery efficiency.
• Utilise our internal systems to track and manage job bookings, ensuring accurate and timely updates.
• Contribute to continuous improvement initiatives aimed at enhancing our service offerings and operational performance.
• Collaboration and Communication:
• Foster effective communication and collaboration within the organisation, predominantly with the Sales, Customer Service and Operational teams.
• Provide regular updates and reports to the Refuse Operations Manager on job statuses, customer feedback, and supplier performance.

Who we’re looking for

• Proven experience in a service delivery role, preferably within the refuse industry.
• Strong customer service skills with a passion for exceeding customer expectations.
• Excellent organisational and time-management skills, with the ability to manage multiple priorities in a fast-paced environment.
• Effective communication and interpersonal skills, capable of building strong relationships with customers, suppliers and internal teams.
• Problem-solving skills with a proactive approach to addressing challenges and finding solutions.
• Knowledge of refuse management and regulations is desirable, but not essential.

• Customer Service Excellence:
• Serves as secondary point of contact for escalations and general enquires, for both general and ad-hoc refuse services, ensuring the customer’s needs are always met.
• Support internal operation teams to resolve customer inquiries and complaints with a focus on delivering outstanding service and enhancing customer satisfaction.
• Job Coordination:
• Support job bookings ensuring timely and efficient service delivery.
• Work closely with refuse supply chain personnel, to ensure supply chain escalations are addressed in a timely manner.
• Ensure that all job bookings align with customer expectations and contractual agreements.
• Supplier Management:
• Develop and maintain strong relationships with suppliers to ensure optimal service delivery.
• Support the monitoring of supplier performance and highlight repeat issues with the supply chain Manager, whilst reacting quickly to operational issues.
• Operational Efficiency:
• Work closely with the Refuse Operations Manager to streamline processes and improve service delivery efficiency.
• Utilise our internal systems to track and manage job bookings, ensuring accurate and timely updates.
• Contribute to continuous improvement initiatives aimed at enhancing our service offerings and operational performance.
• Collaboration and Communication:
• Foster effective communication and collaboration within the organisation, predominantly with the Sales, Customer Service and Operational teams.
• Provide regular updates and reports to the Refuse Operations Manager on job statuses, customer feedback, and supplier performance