Customer Service Specialist

About the Role

Role Purpose: Act as the first point of contact for customers contacting Panda Waste via telephone, email and Live Chat delivering high-quality service, resolving queries, and supporting customers with their waste needs while upholding brand values and compliance.

Key Responsibilities:

• Handle inbound customer contacts via calls on PANDA’s contact centre numbers
• Provide accurate information, resolve service queries, and guide customers through digital tools and processes
• Manage customer complaints with empathy, ownership, and professionalism
• Maintain and update customer account records in line with procedures and actions taken
• Identify service improvement opportunities and provide feedback to enhance the customer experience
• Advocate and educate customers on digital tools and services
• Adhere to regulatory waste requirements

Person Specification / Skills & Competencies

Essential:

• Excellent communication and active listening skills
• Strong customer focus with passion for helping and problem-solving
• Comfortable using digital systems and tools with ability to learn new technology
• Resilient and adaptable with a positive attitude

Desirable:

• Ability to handle challenging calls with empathy and professionalism
• Good organisational and multitasking skills
• Experience with CRM or contact centre environments (beneficial but not mandatory)

Working Conditions:

• Office based
• Contact centre hours typically 08:30–17:00, 5 days a week, Saturdays may be a requirement

About Us: We are Panda. We value waste. We’re in the business of waste management but that doesn’t just mean collecting bins. Behind every collection is a passionate team of people finding smarter, safer, and more sustainable ways to recycle and repurpose materials that would otherwise go to waste. Over the past 30 years, Panda has grown into a leading resource recovery business, bringing together almost 3,000 people across multiple brands, united by a shared vision and strong values. While our operations are diverse, our purpose is clear: to protect our people, support our customers, and create positive impact for the communities and environments we serve. At Panda, people are at the heart of everything we do. We work as one team, combining different skills, experiences, and perspectives to achieve shared goals. We care for each other’s wellbeing, encourage development, and support growth because we know we’re stronger together. We expect excellence in how we operate. High standards, bold thinking, and continuous improvement drive our passion for innovation. We challenge the ordinary, put safety first, and embrace new ideas while delivering practical, cost-effective solutions that move our business forward. We own what we do. From day-to-day tasks to major projects, we take pride in our work and responsibility for the outcome. We don’t walk past problems we address them together. Our expertise, reliability, and care reflect who we are and the difference we make. And above all, we act with trust and integrity. Trust is built through open communication, honesty, and accountability. It allows us to move quickly, make confident decisions, and deliver results — knowing our people are empowered to do the right thing. Our journey depends on talented, committed people who want to make an impact. Take the first step and join us on the journey. Panda is committed to attracting and retaining a skilled and diverse workforce that reflects the communities in which we operate and the people we serve.