Customer Services Team Leader

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Newark

Reporting To: Rachel Jordan

Description

At Reconomy Connect, we’re changing the way the world thinks about waste. By bringing together several of Reconomy’s market-leading brands and specialist services, we’re leading the shift from traditional waste disposal to smart, sustainable resource management.

With over 30 years of experience, we combine cutting-edge technology with the power of people to deliver bespoke, end-to-end waste solutions. Our work helps customers reduce costs, improve sustainability, and meet their environmental goals - while driving real change.

As part of our experienced team in Newark, you’ll join over 100 colleagues who are all working toward one shared goal: a world without waste. We do this by building strong customer relationships, understanding business challenges and creating tailored, innovative waste management solutions.

Our Success Is Built On Four Core Values

• Community: We work hand-in-hand with the communities we serve, creating cleaner environments and supporting local development.
• Colleague: We believe our people are our greatest asset. We invest in your growth, wellbeing, and success through training, support, and career progression.
• Customer: We are trusted by clients across the UK to deliver reliable, responsive, and innovative recycling services.
• Environment: Everything we do is driven by a passion for sustainability and a commitment to reducing landfill and carbon impact.
  
  

About The Role

• Lead and support a dynamic Customer Services team, managing day-to-day queries and escalations.
• Conduct regular 1-2-1s and team meetings to drive development and performance.
• Identify and nurture talent, implementing development and improvement plans.
• Collaborate with HR on people management matters including performance, absence, and disciplinary actions.
• Motivate and empower team members to deliver outstanding customer service.
• Represent the department in internal and external meetings, actively advocating for customer and business needs.
• Build strong relationships with partners through effective communication.
• Ensure accurate case handling and documentation in Salesforce.
• Support onboarding and probation processes for new starters.
• Balance customer needs with operational controls, legislation, and margin.
• Take ownership of tasks and deliver proactive, high-quality customer service.
• Monitor team performance against KPIs and SLAs, implementing strategies to consistently meet departmental targets.
• Promote employee engagement through departmental initiatives.
• Engage in training and stay up-to-date with industry developments.
  
  

Additional Job Information

• Full-time, office-based in Newark.
• 40 hours per week, Monday to Friday. Including Saturday and Bank Holiday on-call duties, scheduled on a rota basis.
  
  

What we need from you

• Delivered outstanding customer services in a similar team leader position, both managing and motivating the team.
• The ability to work on your own and manage your time whilst being an effective team manager.
• Confident in using technology, particularly Microsoft Office applications including Teams, Outlook, Word, and Excel, and demonstrate the ability to quickly learn new systems.
  
  

What we offer

• Financial perks: Pension scheme, length of service rewards, and referral bonuses
• Exclusive discounts: MyPerks platform, Cycle to Work scheme, gym membership discounts, and skip hire discounts
• Health & wellbeing: Flu jabs, eyecare vouchers, and an Employee Assistance Programme
• Mental health support: Confidential counselling, MyPerks Wellbeing Centre, and access to trained Mental Health First Aiders
• Family-friendly: Enhanced maternity/paternity leave, birthday off, and holiday trading scheme
• Community engagement: Volunteer days and collaboration with local charities
• Generous holiday: Start with 23 days, rising to 25 after 2 years, plus buy/sell options
• Employee voice: Regular “My Voice” surveys and follow-up check-ins to drive meaningful change