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.

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.

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.

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.
Grade C in Math’s & English GCSE.
Basic IT skills, being able to use Word, Excel, and PowerPoint.

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

About the role

What we need from you

What we offer

About Reconomy Connect