Customer Services Team Leader

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.

Department: Customer Experience
Employment Type: Permanent - Full Time
Location: Newark
Reporting To: Jon Carr

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.

At Reconomy Connect, Newark, 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.

Reconomy Connect in Newark offers a dynamic, inclusive, and forward-thinking workplace where your ideas matter and your work makes a difference.

We’re looking for a Customer Services Team Leader who loves the buzz of a fast-paced environment and knows how to keep a team motivated and smiling - even when the pressure’s on. If you’re passionate about people, performance, and delivering outstanding customer experiences, this is your chance to shine.

• Lead from the front – support a high performing team of Customer Services Executives and tackle queries and escalations head on, as well as processing bookings when required.
• Inspire and energize – keep your team motivated and engaged with regular 1-2-1s and team huddles.
• Spot the stars – identify talent and help them grow with development plans that make a real impact.
• Partner with HR – handle performance, absence, and disciplinary matters with confidence and care.
• Drive results – monitor KPIs and SLAs, and implement smart strategies to smash targets.
• Be the voice of the team – represent Customer Services in meetings and champion both customer and business needs.
• Keep it accurate – ensure cases are handled and documented properly in Salesforce.
• Welcome new faces – support onboarding and probation for new starters.

This is a full-time, office-based role (40 hours per week, Monday to Friday) in Newark. We're looking for candidates who can comfortably commute to the office and are able to take part in a rota for Saturday and Bank Holiday on-call support.

• Proven experience in people management and team leadership in a customer service environment.
• A natural motivator who knows how to coach and develop teams.
• Excellent communication and relationship building skills.
• Ability to balance customer needs with operational and business goals.
• CRM experience (Salesforce is a bonus!).

• 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