In this new series of blogs, each month we’ll sit down and have a chat with our different teams. So you can find out more about the people who make Change Waste Recycling an award winning company.
If you’ve ever called or emailed us then you’ll have come through to our Customer Service Team. As the main point of contact between our clients and our operations team the Customer Service department is at the heart of Change Waste Recycling’s operations. Bryan, Client Relationship and Services Manager heads up the team, assisted by Anna our Senior Customer Services Co-Ordinator and Hayleigh our Customer Services Co-ordinator. The busy team answer over 7000 calls and emails a month and in the past year they made over 62,000 calls and emails.
What does the team do day to day?
Bryan: The Customer Service Team is there to help our clients with any queries or collection issues. We’re the first point of contact between clients and the company so we’ll work with all the other departments to make sure we get satisfactory results to clients queries. I manage the customer service team, review client’s feedback and services to continually improve level of service delivered. Our team is central in co-ordinating operations so we work closely with all other departments to maintain high level of service.
Anna: I manage the inbox, review client’s services and new accounts.
Hayleigh: I help manage our shared inbox by categorising emails to myself, Anna & Bryan – we all look after different sections day to day. I’m the first to pick up the calls and answer customer enquiries.
Best part of being in the Customer Service team?
Bryan: There’s always a great atmosphere in the office made by a brilliant group of people. I get to have many interesting and often fun conversations with clients throughout the day.
Anna: Exciting and busy days, working with nice people.
Hayleigh: It’s great working with people who share your sense of humour and work ethic. It definitely helps you bond more as a team and creates a great environment to work in.
And the most challenging?
Bryan: As the country recovers following COVID Change Waste Recycling continues to grow and our team is growing. It can take time to recruit good people… but its worth the wait when we get it right.
Anna and Hayleigh: We receive high volumes of emails and phone calls, managing this in a busy office can be tricky at times but we’re kept on my toes – no two days are the same and the days aren’t boring!
What do you enjoy doing after hours?
Bryan: Hill walking and photography… gives me an excuse to stop and rest but walks take ten times as long as they should! I’ve just started sea kayaking and always enjoy eating out.
Hayleigh: Field hockey, reading, travelling, hill walking & eating out
Anna: Hiking, eating out, reading.
What’s your top environmental or recycling tip?
Bryan: The focus on various aspects of the environment is ever changing especially around the things we consume. One thing that’s remained constant is the advice to first Reduce what you consume, then Reuse as much as possible and then finally do your best to Recycle whats left.
Hayleigh: I always take my re-useable coffee cup with me when I purchase a takeaway coffee.
Anna: I love to hunt for bargains in charity shops.
Anything else you’d like to share?
In the past two years, we have tried to be as supportive and understanding as possible when clients have faced challenges and we are very appreciative that our clients are doing the same for us as we all continue to recover in these challenging times.
We hope you’ve enjoyed finding out a bit more about our Customer Service Team, look out for the next months Meet the Team profile. You can get in touch with the Customer Service Team by email or call 0800 694 0158
