Customer Representative

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Stratford-Upon-Avon

Reporting To: Assistant Customer Representative 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

The EPR Customer Representative role is customer focused, with some data elements. As the EPR Customer Representative you will support a portfolio of our key customers by being the primary point of contact. Your main responsibilities will include working collaboratively with the EPR Data Consultant to ensure that timely and accurate submissions are made for our key customers. As well as maximising the value our customers derive from our services, addressing issues proactively, working to ensure our customers goals are understood and met, and leading upselling opportunities. 

The EPR (Extended Producer Responsibility) Customer Representative should be a highly motivated, pro-active individual who thrives on delivering customer service excellence, sustaining long-term customer relationships, and contributing to service development based on customer feedback. 

Key Accountabilities 

Account Management 

• Manage a portfolio of accounts covering all Producer Responsibility legislation (Packaging, EPR, Plastic Packaging Tax, WEEE and Batteries) across a multi-tiered service offering 

Collaboration 

• Communicate effectively with EPR Data Consultants to ensure the customers’ critical path is created, shared, and adhered to. 
• Ensure progress, customer queries and expectations are shared with the Data Insights Analyst 

Timely and Accurate Submissions 

• Work in partnership with the  EPR Data Consultant to ensure all submissions are planned and delivered prior to deadlines 
• Ensuring that data submitted to the relevant authorities complies with legal requirements and regulations 
• Attend and lead audits of client’s data collection methods and submissions 
• Provide bespoke training and support to customers 

Industry & service knowledge 

• Maintain an up to date understanding of the wider industry, hot topics, policy updates & service developments 

Customer Service Excellence 

• Build and maintain strong working relationships with our customers 
• Facilitating free flow communication between Valpak and our customers 
• Share insight between our customers and the Data Insight Analysts 
• Lead customer meetings & represent Valpak at audits and events 

Service Growth 

• Identify and understand the needs and goals of the customers and collaborate with the operations team to affect service innovations and enhancements 
• Use a comprehensive knowledge of Valpak services to generate cross and up selling opportunities 

What we need from you

Skills 

• Excellent written and verbal communication skills 
• A customer-centric approach 
• Ability to quickly take on large quantities of technical information 
• Highly IT literate in MS suite 
• Solution orientated problem-solving ability 
• Collaborative working style 
• Excellent planning, scheduling and organisation skills 

Qualifications 

• Full, clean UK driving licence. 
• Minimum: Educated to at least A level standard or equivalent 
• 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 
• Acces