Background:

Veolia is Ireland’s leading environmental services company. We provide a comprehensive range of energy, waste and water solutions and are dedicated to carbon reduction, protecting the environment and building the circular economy. We offer all employees a benefits package as standard which includes full VHI cover, pension and education assistance.

When you see the world as we do, you see the chance to help the world take better care of its resources, and help it become a better place for everyone. It's why we're looking for someone who's just as committed as we are, to push for genuine change and bring our ambition of Ecological Transformation to life.

We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

Customer Support Team Lead

Contract Type: Permanent

Location: Fermoy, Co. Cork

Working Pattern (Time/Hours): Monday - Friday 8.30am to 17.30pm

Overview of the role:

The successful candidate will lead, structure and develop the customer support team in order to provide best in class customer service to our clients whilst supporting the development of new business.

Internally liaising primarily with our accounts management, operations and finance team in their day to day role. The role will involve working with our customer support teams in other geographical areas within Ireland.

Roles and Responsibilities

Manage a team of 4-5 customer support staff supporting our customers on a daily basis.
Overall responsibility for supporting and assisting our customer facing operations team in the field.
Organisation and processing of sales support requests in order to provide all necessary information to the relevant services
Accurate completion of all sales requests to ensure timely and accurate reporting and billing to our clients
Manage and improve existing working methods/procedures to ensure a standard approach across departments
Assist with quotations and preparation of presentations / tender proposals
Work with the wider waste management team to support issues and concerns of both customers and suppliers, including operational issues, pricing / invoice queries etc.
Providing office-based administrative support to the account management / customer facing operations team.
Coordinate between internal teams to ensure customer satisfaction is maintained at a best in class level.
Maintain and manage customer databases and operate CRM systems.
Initiate best practices and standards in providing customer service assistance to sales and operations staff.
Reporting: Provision of regular reports to clients and line manager and support the development of bespoke reports to meet customer requirements
Cooperate with all Company health and safety policies and initiatives
GRN Responsibility - Provide support to the PO coordinator function to ensure suppliers are paid in a timely manner
Cover team holidays - Manage admin team holidays and provide the cover when a team member has unplanned leave

Required skills for this role:

2 to 3 years proven office customer support experience, preferably in a service-related industry; ideally serving the pharmaceutical or chemical industry
Waste management experience – Desired
Strong team player with excellent interpersonal skills, capable of performing to a high level with energy, drive and a strong ability to implement continuous improvements
Computer literate - must have the ability to use Microsoft; Google Applications
Solve problems in a timely and friendly manner with due respect to the customer at all times
Motivated and ambitious self—starter and capable of working on own initiative
Be ﬂexible and adaptable in the work environment
Salesforce experience is an advantage

Please note:

If you are an EU/EEA national, you will be asked to show proof of right to work in Ireland.

If you are a non-EU/EEA national , you will require current and valid permission to work and reside in the Republic of Ireland.

Information on legislation and guides to the procedures in relation to obtaining greencard permits ,work permits, spousal/dependant permits is available on the Department of Jobs, Enterprise and Innovation website.

Customer Support Team Lead

Benefits

Job Description