Customer Service Administrator

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Gosport

Reporting To: Catherine Imison

Compensation: £26,210 / year

Description

AWS Nationwide are a fast-growing, customer-focused business and proud member of Reconomy. We specialise in providing end-to-end solutions in equipment hire and waste management, offering everything from tools, plant and powered access equipment to skips, RoRo containers and hazardous waste services.

Our streamlined service allows clients to place a single order for all their site needs, with same-day delivery often available. We work across a range of sectors including construction, housebuilding, retail and civil engineering, always putting compliance, sustainability and service excellence at the heart of what we do.

Our success is built on four core values:

Community: We work hand-in-hand with the communities we serve, creating cleaner environments and supporting local development.
Colleague: We believe our people are our greatest asset. We invest in your growth, wellbeing, and success through training, support, and career progression.
Customer: We are trusted by clients across the UK to deliver reliable, responsive, and innovative recycling services.
Environment: Everything we do is driven by a passion for sustainability and a commitment to reducing landfill and carbon impact.

About the role

Are you currently working in a customer service role but looking for a change or a new challenge? It's preferable if you have office experience, but if you haven't, that's ok, it's your customer service skills that are most important for this role.

As a Customer Service Administrator, you will be receiving and processing customer enquiries and orders. Proactively problem solving and thinking outside the box to offer solutions when things don’t go to plan. Working with our supply chain, negotiating solutions and ultimately making sure the customer is happy and feels supported is key to this role.

Some of the key tasks involved in this role:

Routine administrative tasks including dealing promptly and efficiently with phone and email queries from customers and suppliers.
Supporting team leader to maximise efficiency of the team.
Fully familiarise yourself with the team’s procedures, key objectives and goals.
Quote chasing - upsell whenever possible to increase profitability.
Demonstrate excellent levels of customer service at all times.
Proactively communicate with your sales and operational colleagues to ensure clear lines of communication.
Assisting the other team members when needed.
Adherence to the internal Service Level Agreement.

Working hours are 8am to 5pm (Monday to Friday) with a one-hour lunch break. There is a Rota for working until 5:30pm one day a week and one Saturday morning until mid-day in four, which is paid additionally as overtime.

In this role you will be office based in Gosport, with the option of hybrid working once fully trained.

What we need from you

Friendly, enthusiastic and a good team player.
Previous experience in customer service is essential, with a excellent interpersonal and communication skills.
Efficiency, accuracy, and attention to detail.
Self-motivated and willing to take the initiative and aptitude to work without direct supervision.
Can recognise when a team member requires support and steps in to assist unprompted.
Takes pride in the team’s achievement of their objectives.
Strong organisational skills with the ability to adapt and successfully multitask.
Excellent IT skills. Experience of using Salesforce would be useful but it's ok if you haven't used it before, training will be provided.
Tool Plant Hire experience would be advantageous but is not a requirement.

What we offer

Financial perks: Pension scheme, length of service rewards, and referral bonuses
Exclusive discounts: MyPerks platform, Cycle to Work scheme, gym membership discounts, and skip hire discounts
Health & wellbeing: Flu jabs, eyecare vouchers, and an Employee Assistance Programme
Mental health support: Confidential counselling, MyPerks Wellbeing Centre, and access to trained Mental Health First Aiders
Family-friendly: Enhanced maternity/paternity leave, birthday off, and holiday trading scheme
Community engagement: Volunteer days and collaboration with local charities
Generous holiday: Start with 23 days, rising to 25 after 2 years, plus buy/sell options
Employee voice: Regular “My Voice” surveys and follow-up check-ins to drive meaningful change

About the role

What we need from you

What we offer

About AWS Nationwide