Environmental Compliance Advisor

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Stratford-Upon-Avon

Reporting To: Contact Centre Manager

Compensation: £26,800 - £28,000 / year

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

Overall purpose

The Environmental Compliance Advisor role is key to the delivery of Valpak’s core business, compliance solutions, and sits at the heart of the business. The role presents opportunities for the individual to be involved in cross-departmental work and gain knowledge in other areas of the business, allowing the individual to expand and develop their skill sets.

The advisor role will involve working as part of a team of advisors as the initial point of contact for our members and other customers, providing the required level of response, in a professional and efficient manner. Travel to customer meetings and external events is encouraged within the role.

As part of the role, there will be the opportunity to get actively involved in a variety of projects, based on business needs. The advisor will have ‘hands on’ customer contact experience, have excellent customer focus and outstanding interpersonal skills. The advisor will be positive, proactive and enthusiastic, have a sense of humour and enjoy working as part of a team.

Key accountabilities

Customer Service

Act as a first point of contact for all incoming member regulatory queries
Deliver advice and technical support to members
Develop a rapport with other departments within the business to ensure outstanding member service is delivered
Provide excellent customer service at all times

Promote Valpak’s service offering and develop industry knowledge

Be fully aware of and actively promote Valpak’s service offering, liaising with relevant departments as appropriate to find the best solution for the customer
Confidently handle calls from prospective members or other customers
Participate and present at member workshops and seminars

Data Accuracy

Ensure all data submitted to Valpak by its members meets the required standard as stated in the current regulations, advising members appropriately
Process data forms and play a pivotal role in the data round process

Understanding of regulations

Develop a detailed knowledge of the data submission process and all relevant regulations, with the option to further specialise and hone knowledge in particular areas of interest

Account Management

Account Management cont., Personally manage a portfolio of member accounts to ensure that the appropriate level of service is provided
Play an active part in the retention of existing customers, identifying opportunities for Valpak to further support customers
Develop a wider understanding of the market and industry, in order to support member queries

What we need from you

Skills

Ability to manage and prioritise own workload, and to multi-task
Ability to pick up, retain and deliver technical and regulatory information
Highly IT literate in MS suite, particularly excel, word and PowerPoint
Strong communication, interpersonal and negotiation skills
Polite and professional at all times
Highly numerate and able to analyse complex information
Customer focused with drive to provide the highest level of customer satisfaction
Positive, proactive, enthusiastic and approachable
Flexibility and adaptability
An interest or experience in environmental issues

Experience

Customer service experience
Full, clean UK driving licence.
Desirable: Educated to Degree level 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

About the role

What we need from you

What we offer

About Valpak Ltd