Customer Service Coach - Business & Industry

Application Deadline: 1 May 2026

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Telford

Reporting To: Lorna Cowlan

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.

The Head Office of the Recycling Loop, in Telford you’ll join over 300 colleagues who are all working toward one shared goal: a world without waste.

Specialist teams with extensive experience in sectors such as House Building, Construction, Manufacturing, Retail and Hospitality build strong customer relationships, understand business challenges and create tailored, innovative waste management solutions.

Why Join Us?

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.

The Opportunity

We’re looking for a passionate and enthusiastic Customer Services Coach to join our Business & Industry customer service team at Reconomy Connect. With a positive, can‑do mindset and a genuine desire to develop others, you’ll play a key role in driving performance, embedding best practice, and delivering exceptional customer experiences.

You’ll be a natural people‑person who thrives on coaching, supporting and empowering others to reach their full potential, helping us become best‑in‑class for customer service.

The Role

You’ll be responsible for improving performance across the department through coaching, training, and development of Customer Service Coordinators. Using insight, data and quality measures, you’ll identify development needs and deliver targeted solutions that make a measurable impact.

What You’ll Do

Assess current skills, challenges, and development goals across the team.
Deliver regular side‑by‑side coaching and structured development support.
Complete Quality Assurance on cases and inbound/outbound calls, accurately tracking scores.
Create and deliver tailored coaching and training plans based on performance data.
Develop time‑bound action plans and conduct progress reviews.
Deliver Salesforce new‑starter training and support 30/60/90‑day inductions.
Facilitate best‑practice sessions and refresher training.
Contribute to the development of Quality Assessment scorecards to raise service standards.
Work with the Reconomy Connect Academy to deliver Customer Excellence training.
Support with customer request allocation and processing when needed.
Support new workstreams and participate fully in training events.
Maintain up‑to‑date Waste Industry and Environmental Services knowledge through training, webinars, and business updates.

What We Need From You

Proven ability to identify and deliver effective 1‑to‑1 and group coaching and training.
Strong relationship‑building skills, with the ability to tailor coaching styles to individuals.
Confidence delivering constructive, development‑focused feedback and recognising success.
Excellent written and verbal communication skills.
Strong organisation and workload management skills.
Self‑motivated, collaborative, and comfortable working independently.
Results‑driven, with a focus on achieving a 95%+ Quality Assessment score.
Exceptional attention to detail and accuracy.
Confident facilitator of individual and group training sessions.
Positive, adaptable, and open to change.
High proficiency across bespoke internal systems and IT tools.
Willingness to travel occasionally to other offices.

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.

The Opportunity

What We Need From You

What We Offer

About Reconomy Connect