ABOUT LITTA
Litta is a VC-backed Waste-Tech startup disrupting how the UK handles bulky waste removal. We’re mission-led, tech-forward, and growing fast - connecting customers with vetted waste carriers through a seamless digital platform. This is a great time to join: you’ll have real ownership, make a real impact, and be part of building something that matters.
THE ROLE
Customer Services is at the heart of Litta. As a CS Executive, you’ll own the customer experience end-to-end - handling contacts, coordinating resolutions across Operations, Supply & Logistics, and the wider business, and making sure every customer leaves better off than they arrived. If you have high standards, a root-cause mindset, and genuine care for customers, this role is built for you.
We’re currently looking for 4 roles across a range of shift patterns.
WHAT YOU’LL BE DOING
- Own customer contacts end-to-end across phone, email and chat - delivering clear, empathetic, accurate responses and making sure every customer gets a real resolution.
- Handle a broad range of queries and coordinate outcomes with teams across the business - including Operations, Supply & Logistics - as we continue to develop and specialise the function.
- Proactively update customers before they need to chase - on delays, job updates, and outcomes.
- Take full ownership of complaints: resolve them compliantly and with the customer front of mind, but don’t stop there - challenge the root cause and contribute to making sure it doesn’t happen again.
- Balance quality and quantity - work through a high volume of contacts while maintaining the accuracy, care and standards every customer deserves.
- Contribute to brilliant documentation and process flows - flag gaps, keep things current, and help build the operational clarity that scales.
- Spot patterns, raise them, and help fix them - whether it’s a recurring complaint, a process gap, or a better way of working, your observations feed directly into how we improve.
WHAT WE’RE LOOKING FOR
Skills
- Emotionally perceptive - whether it's a direct customer whose collection went wrong or a carrier partner under pressure, you genuinely read where someone is coming from and what they're feeling in the moment. You use that to respond in a way that rebuilds trust and moves things forward, not just closes the contact.
- Strong communicator across written and verbal - clear, calm and honest whether on the phone, in a chat or in a team setting.
- Organised and detail-oriented, comfortable managing high volumes without letting standards slip.
- A natural problem-solver who goes to root cause, not just the surface fix.
- Comfortable coordinating across teams and working with different stakeholders to get things done.
- Quick to pick up new systems, processes and subject areas - and takes responsibility for building that knowledge.
- Owns their work completely - takes accountability, learns from mistakes, acts on feedback.
Behaviours
- Full Ownership - You keep it in your hands until it’s resolved. You’d feel uncomfortable if a customer had to chase.
- Root-Cause Driven - You don’t just close the ticket; you care about why it happened and you’ll push for a fix - whether it’s the current situation or the wider process.
- Proactivity - You act before you’re asked. You update before customers need to. You flag before it becomes a problem. You think “what else can I do here?”
- Resilience - There can be a fast pace, uncertainty in start-up life and change aplenty; even so you stay steady, stay focused, and bring consistent energy.
ROLE SUCCESS METRICS
- Productivity outputs consistently in line with local targets.
- Positive TrustPilot scores and customer feedback.
- Complaint volumes tracked and trending in the right direction.
- Regularly contributing to continuous improvement - making the service customers receive and the ways we work genuinely better over time.
SHIFTS & PRACTICAL INFO
Shift
Hours
Days
Early
06:30–15:30
Mon–Sun
Core
08:00/09:00–17:00/18:00
Mon–Sun
Late
12:00–21:00
Mon–Fri
Four-Day Week
Fri–Mon
4 days, 5-day pay equivalent
Note: Full-time office attendance required during the initial training period. Please indicate your preferred shift(s) when applying.
Litta is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to creating an inclusive environment for everyone. If you require any reasonable adjustments during the recruitment process, please let us know.
