Collect and act upon feedback from clients and customers to improve waste management services

Overview

This Standard is about collecting and acting upon feedback from clients and customers in the waste management industry. It could apply to any part of the waste management industry.
It includes collecting information, analysing it to identify problems and areas for potential improvement, communicating with clients about service delivery and resolving issues and problems, formulating improvements, consulting with stakeholders and communicating authorised improvements to all those involved.
This is for managers of any type of waste management facility.


Performance criteria

You must be able to:

  1. initiate customer feedback systems for the services provided
  2. develop and use key performance indicators to monitor trends and performance based on customer feedback
  3. make regular contact with clients to review their business needs and satisfaction with services
  4. evaluate feedback from clients and customers for its importance and impact on operations 
  5. identify issues which could affect the retention and future generation of waste and resource management business 
  6. respond to negative feedback and initiate remedial action line with organisational procedures
  7. report customer complaints of unsafe or unsatisfactory behaviour by organisational representatives to appropriate people
  8. maintain procedures to acknowledge and record customers’ perceptions of problems and praise for good service
  9. consult with operational experts to formulate possible improvements to services
  10. identify improvements that can be made to services to clients that are supported by analysis of feedback
  11. make recommendations to improve services that meet client requirements 
  12. create and justify detailed proposals from initial recommendations following consultation with stakeholders
  13. initiate remedial action to rectify any deviations from the terms of contracts or agreements identified 
  14. arrange for clients to be notified if operational problems affect service delivery
  15. ensure that all documentation and communication comply with legislative requirements 
  16. maintain records of disclosures of vested interest resulting from the customer care programme

Knowledge and understanding

You need to know and understand:

  1. relevant legislation, regulations and codes of practice applicable to safety, health and the environment for waste and resource management activities including data protection
  2. waste management legislation and guidance that is applicable to waste and resource management sites.
  3. the legal requirements and company procedures for dealing with unauthorised wastes
  4. the procedures for the proper management control of work activities on own and clients’ sites
  5. the organisational environmental policy and procedures applicable to the services provided
  6. the requirements for risk analysis to minimise hazards to personnel and the environment for the services provided
  7. the importance of customer and client feedback and how to respond 
  8. how to evaluate feedback in terms of impact on operations 
  9. how to gather and use qualitative and quantitative information
  10. the types of problems which may occur when gathering information and how to overcome these
  11. how to record and store information securely and maintaining confidentiality
  12. organisational policies, procedures and resource constraints which may affect advice and information given to others
  13. the importance of identifying client needs and how to identify needs in sufficient detail to develop proposals
  14. how to develop reasoned cases and negotiate with potential and actual clients
  15. the principles of confidentiality when handling feedback from customers and clients
  16. the organisation’s objectives relating to environmental protection, health and safety, profitability, operational outcomes and quality standards
  17. recent developments in technology and operating procedures within the waste management industry
  18. the organisational procedures for the proper management control of work activities on customers sites
  19. the importance of monitoring implementation of a service and how to deal with problems arising during implementation
  20. how to complete all relevant paperwork
  21. the potential hazards to safety, health and the environment arising from the activities carried out to provide the service
  22. the records required by legislation and by company procedures in relation to the activities carried out to provide the service
  23. how to interpret process documentation and verify that the information is accurate and relates to the waste and resources handled when providing the service