Customer Support Agent

Location: Lumley Street Service Centre

Lumley Street

Sheffield

South Yorkshire

S4 7ZJ

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.

As a Customer Support Agent you'll be pushing for innovative solutions to create a more sustainable future for all. We know that everyone here at Veolia can help us work alongside our communities, look after the environment, and contribute to our inclusive culture.

• 25 days of annual leave plus bank holidays
• Access to our company pension scheme
• Free physiotherapy service
• Discounts on everything from groceries to well known retailers
• Access to a range of resources to support your physical, mental and financial health; so you can lean on us whenever you need to
• Ongoing training and development opportunities, allowing you to reach your full potential

• Handle customer requests through multiple channels (phone, email, chat, social media, website)
• Answer calls professionally and promptly for both external and internal customers
• Respond quickly to customer inquiries and resolve complaints at first contact
• Process requests, complaints, and inquiries efficiently
• Collaborate with internal departments to ensure work completion and database updates
• Perform customer callbacks to provide progress updates on issues
• Communicate resolution timelines to customers
• Process payments for services using EPDQ system
• Participate in monthly call monitoring for customer satisfaction tracking
• Handle administrative tasks, including HWRC permit applications, variation orders, and assisted collection requests

• Minimum 5 GCSEs, including Maths & English at Grade C or above
• Proficiency in ICT, including email and Microsoft Office programs
• Previous call centre experience
• Ability to prioritise workload and meet challenging deadlines
• Customer Services NVQ Level 2 (desirable)
• Minimum 2 years of customer service experience in a similar industry (desirable)
• Understanding of end-to-end customer processes
• Ability to multi-task and work on own initiative
• Strong influencing, negotiating, and conflict resolution skills
• Good personal planning, organisational skills, and commitment to improving standards

We know how important it is to be fully committed to building and maintaining a diverse and inclusive place to work for every one of our colleagues. We are committed to ensuring that all job applicants and members of staff are treated equally, without discrimination because of sex, gender, sexual orientation, marital or civil partner status, pregnancy or maternity, gender reassignment, race, nationality, ethnic or national origin, religion or belief, disability or age.

We therefore welcome and encourage all candidates who meet the minimum requirements to apply.