Contracts & Customer Services Manager

Contracts & Customer Services Manager Re-Gen Awarded Northern Ireland DRS Contract Re-Gen Waste Ltd is proud to have been awarded the contract to deliver key operational services for the Northern Ireland Deposit Return Scheme (DRS). The DRS represents one of the most significant environmental initiatives ever introduced in Northern Ireland, helping to increase recycling rates, reduce litter and drive the transition towards a circular economy.

As Re-Gen mobilises this major new business unit, we are seeking an experienced and ambitious Contracts & Customer Services Manager to play a pivotal leadership role in the successful delivery of the Scheme. This is a rare opportunity to join a high-profile operation from the outset and help shape a service that will impact every community, retailer and consumer across Northern Ireland.

Overall Purpose of Job The Contracts & Customer Services Manager will be responsible for leading all customer service, retailer engagement, stakeholder management and contract governance activities across the Deposit Return Scheme operation. Reporting directly to the General Manager, the successful candidate will ensure participating retailers, return-point operators, suppliers and key stakeholders receive a first-class service while supporting the achievement of contractual obligations, customer satisfaction targets and operational KPIs.

The role will act as a key link between Re-Gen, Exchange for Change, retailers and service providers, ensuring the Scheme operates effectively, efficiently and in line with contractual requirements. Main Responsibilities Customer Service & Retailer Engagement Lead the Customer Service function for the DRS operation. Ensure a high-quality service is delivered to retailers and scheme participants. Manage customer enquiries, complaints and service escalations.

Develop strong relationships with participating retailers and return-point operators. Drive customer satisfaction and continuous improvement initiatives. Contract & Stakeholder Management Manage the performance and governance of operational and commercial contracts. Support the General Manager in maintaining the relationship with Exchange for Change (EfC). Ensure contractual commitments, service levels and performance standards are achieved. Lead contract review meetings with suppliers and service partners.

Monitor and manage contractual risks. Supplier & Service Partner Oversee the performance of logistics, processing and operational service providers. Monitor supplier KPIs and implement corrective actions where required. Support procurement exercises, contract variations and supplier onboarding activities. Identify opportunities to improve service performance and operational efficiency. Performance & Compliance Monitor customer service and contract performance against KPIs and SLAs. Produce regular operational and management reports.

Support compliance with DRS regulations, company policies and governance requirements. Support internal and external audit requirements. Ensure accurate records, documentation and reporting processes are maintained. Mobilisation & Continuous Improvement Support the mobilisation of the Northern Ireland DRS operation. Assist with retailer onboarding and stakeholder communications. Identify opportunities to improve customer experience and operational performance. Contribute to the successful launch and long-term growth of the Scheme.

What we are looking for Essential Experience managing contracts, service delivery agreements or supplier relationships. Experience leading customer service, account management or stakeholder-facing teams. Strong experience managing KPIs, service levels and operational performance. Excellent communication and relationship-building skills. Strong commercial awareness and contract management capability. Experience managing complaints, escalations and customer service functions. Excellent organisational, reporting and analytical skills. Ability to work in a fast-paced operational environment.

Desirable Experience within waste management, recycling, logistics, environmental or utility sectors. Knowledge of Deposit Return Schemes, Producer Responsibility Schemes or regulated service environments. Experience working with retailers and multi-site operations. Experience using CRM, contract management or customer service systems. Knowledge of environmental or compliance-based operations. What we offer We offer the opportunity to join one of the UK's leading…