Customer Service Team Leader - Social Housing in Telford

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Telford

Reporting To: Amanda Davies

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.

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

Are you looking for a role with variety where you can utilise your skills and experience? Do you thrive on leading and motivating a team to deliver exceptional service? If so, we have a vacancy for a Team leader within our Social Housing team. Reporting to the Sales & Service Manager this position will ensure the relevant team members can deliver first class customer service. Additionally, you will act as an escalation point and maintain a strong customer relationship with these accounts so that customers are retained.

Key Tasks and Responsibilities

• To monitor and coordinate the work of Team members to ensure that they are operating effectively in line with the departmental Key Performance Indicators.
• Motivating, training and coaching team members to ensure they perform to best of their ability and continue their development through constructive feedback.
• Drive added value to the department by being commercially minded and maximising opportunities where identified.
• To build and maintain strong relationships with the designated customers and internal contacts ensuring any queries or complaints are dealt with efficiently.
• Actively promote and identify continuous improvement in customer service standards and processes including the use of technology to drive efficiencies.
• When required, receive customer enquiries for the Company's products and services, raise quotations, place orders with supply chain and convert into bookings.
• To record, update and maintain customer data and customer interaction on the Company's bespoke system.

What we need from you

• Successful track record of working in a customer service environment or equivalent role.
• Excellent communication skills, phone manner and attention to detail.
• Ability to deal with escalated and difficult situations with a solution focused approach.
• Proactive with the ability to manage competing priorities whilst working under pressure to meet deadlines.
• Passionate about delivering the right outcome for the business and customer, and the proven ability to inspire this in others.
• Previous experience of working as a team leader in a customer service function (desirable).
• Fully conversant with Microsoft Office.

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.