Overview
To provide a first-class support service to shop teams, donors, and customers by responding to and resolving enquiries, complaints, and issues related to waste and recycling activities for the Retail Network. To monitor and report on SLAs and KPIs, and seek opportunities to improve service experience, manage efficiencies, and support cost reduction.
Tasks Summary
- Respond to and resolve enquiries, complaints, and issues related to waste and recycling activities.
- Monitor and report on SLAs and KPIs.
- Seek opportunities to improve overall service experience, manage efficiencies, and support cost reduction.
- Act as a first point of contact and liaison between parties and contractors.
- Support Oxfam’s contract “owners” by providing relevant management information.
- Provide an initial point of contact for the shop network with queries regarding other waste streams, including hazardous waste.
Experience Requirements
- Strong understanding of customer service requirements
- Strong IT knowledge & use of excel & reporting systems
- Strong IT/database/technology skills
- Ability to interpret and use significant quantities of information
- Proven time management, organisational skills, flexibility, & attention to detail
- Ability to manage a varied workload in a fast-paced environment of changing priorities
- Ability to work closely with others as part of a team
Qualification Requirements
