Customer Service Advisor

Who are we?

Smiths (Gloucester) Ltd is a family run business owned and run by the Smith family since 1982. Smiths has grown from a single owner-operated plant hire company to a multifaceted group with family values still firmly at the heart of each project undertaken. With depots in Avonmouth, Cardiff, Gloucester, Stonehouse and Tewkesbury, we operate predominantly across the South-West of England. We specialise in Construction, Waste Management, Plant Hire, Demolition and Transport operations.

What we're looking for?

We are looking for an experienced, enthusiastic and commercially minded Customer Service Advisor to join our Skip Hire team.

This is a customer-facing role suited to someone who enjoys speaking with customers, works well in a busy environment and is confident turning enquiries into bookings whilst providing a professional and helpful service.

As a Skip Hire Advisor, you will be responsible for handling incoming skip hire enquiries by telephone, email and online platforms, understanding the customer's requirements, recommending the most appropriate skip or waste solution, providing accurate quotations and processing bookings through the company system.

You will be expected to develop a strong understanding of our skip hire services, waste types, pricing and service areas so that you can confidently advise both domestic and commercial customers.

The successful candidate will work closely with our Transport, Operations, Weighbridge, Sales and Finance teams to ensure bookings are accurate, customers are kept informed, and services are delivered efficiently.

Hours: 07:30 – 16:30 Monday - Friday
08:00 - 12:00 Saturday (1 in 4 working Saturdays)

Salary: £29,500

Responsibilities for the Role?

• Professionally manage incoming telephone calls, emails, website enquiries and customer visits relating to skip hire and waste services.

• Understand customer requirements and recommend the most appropriate skip size, waste service or collection option.

• Provide accurate quotations in line with company pricing and commercial guidelines.

• Convert incoming enquiries into confirmed skip hire bookings wherever possible.

• Accurately process skip deliveries, exchanges, collections and service requests on the company system.

• Explain skip hire requirements clearly to customers, including acceptable waste types, loading restrictions, access requirements and relevant service conditions.

• Deliver excellent customer service throughout the complete customer journey, from initial enquiry and quotation through to delivery and collection.

• Build and maintain strong relationships with domestic, trade and commercial customers to encourage repeat business.

• Support customers with additional collections, exchanges, cancellations, service changes and general enquiries.

• Liaise closely with Transport Planners, drivers, depot teams, weighbridge staff and operational teams to coordinate deliveries, exchanges and collections.

• Ensure customer details, site information, delivery instructions and service requirements are accurately recorded on company systems.

• Proactively communicate with customers regarding changes, delays or issues affecting their booking.

• Deal professionally with customer queries and complaints, working with operational teams to achieve a prompt and satisfactory resolution.

• Identify opportunities to upsell additional services and generate further business across Skip Hire, Commercial Waste and other Smiths services where appropriate.

• Follow up quotations and enquiries where appropriate to maximise booking conversion and customer retention.

• Maintain a good working knowledge of skip sizes, waste types, disposal routes, pricing and the geographical areas serviced by the business.

• Process associated administration, correspondence, quotations and customer documentation accurately and efficiently.

• Ensure all customer and company information is handled confidentially and in accordance with GDPR and data protection requirements.

• Comply with company policies and all relevant health, safety, environmental and quality procedures.

What can we offer you?

• Life Assurance Scheme

• Free on-site Parking

• Corporate gym membership discount

• Annual Salary Review

• Employee discount (50% on Skip Hire, with other discounts across group services)

• Progression opportunities

• Be part of a progressive family-run business

• 24-hour unlimited access to mental health support

What are our core values?

If these values align with yours, you are in the right place!

Honesty - We believe that honesty in all matters is the best policy.

Family values - We operate as a family unit with high moral standards, discipline and respect.

Hardworking - We are certain that nothing is impossible if you work hard enough at it.

Reliability - We pride ourselves on not letting people down and being true to our word.

Environmental sustainability - We aim to minimise the impact that our company has on the environment by reducing emissions and waste, and recycling a large proportion of our waste (90% plus). We truly believe in a greener future for generations to come.