Customer Service Specialist

Greenstar; Manchester; On-site; GBP 22,000 - 28,000; Full time

Job summary

Panda is seeking a Customer Service Specialist to join our busy Customer Contact Centre in Manchester. You will be the first point of contact for customers via phone, email and Live Chat, providing clear information and helping them navigate our digital tools.

The role focuses on delivering excellent service with empathy, handling queries, resolving issues, updating records and looking for ways to improve the customer experience.

Qualifications

• Excellent communication and active listening skills.
• Strong customer focus with a passion for helping people.
• Calm, professional and positive demeanor.
• Good problem-solving abilities.
• Confidence with digital systems and willingness to learn new technology.
• Resilient and adaptable in a busy contact centre.
• Good organisational skills and ability to manage multiple tasks.

Responsibilities

• Handle inbound customer contacts via phone, email and Live Chat.
• Provide accurate information and assist with service-related queries.
• Guide customers through Panda’s digital tools and online services.
• Manage customer complaints with empathy and professionalism.
• Maintain and update customer account records.
• Record actions and keep customer information up to date.
• Identify improvement opportunities and share feedback.
• Advocate for digital tools and self-service options.
• Work in compliance with waste and service requirements.
• Support the wider contact centre team to deliver a professional service.

Skills

Excellent communication

Active listening

Customer focus

Problem-solving

Digital systems proficiency

Resilience and adaptability

Organisation skills

Tools

CRM systems

Job description

About The Role

Customer Service Specialist

Department: Customer Contact Centre

Reports to: Contact Centre Manager

Location: Office based

Hours: Typically 08:30–17:00, 5 days per week, with some Saturday's required.

Role Overview

At Panda, we value waste. We are looking for a Customer Service Specialist to join our Customer Contact Centre team.

This role is the first point of contact for customers who get in touch with Panda by phone, email and Live Chat. You will help customers with queries about their waste services, resolve issues, provide clear information and support customers in using our digital tools and services.

This is a great opportunity for someone who enjoys helping people, solving problems and working in a busy, customer‑focused environment. Full contact centre training will be provided, so previous contact centre experience is not essential.

Key Responsibilities

As a Customer Service Specialist, you will:

• Handle inbound customer contacts through Panda’s contact centre phone lines, email and Live Chat
• Provide accurate information and support customers with service‑related queries
• Guide customers through Panda’s digital tools, online services and processes
• Manage customer complaints with empathy, ownership and professionalism
• Maintain and update customer account records accurately in line with company procedures
• Record actions taken and ensure customer information is kept up to date
• Identify opportunities to improve the customer experience and share feedback with the wider team
• Advocate for and educate customers on digital tools and self‑service options
• Work in line with relevant waste, service and compliance requirements
• Support the wider contact centre team to deliver a professional, consistent and helpful service

About You

We are looking for someone who is confident speaking with customers, comfortable using systems and motivated by delivering great service.

You Will Have:

• Excellent communication and active listening skills
• A strong customer focus and a genuine passion for helping people
• A calm, professional and positive approach
• Good problem‑solving skills
• Confidence using digital systems and the ability to learn new technology
• Resilience and adaptability in a busy contact centre environment
• Good organisation skills and the ability to manage multiple tasks

Desirable Experience

The following would be helpful, but is not essential:

• Experience in a customer service, contact centre or call handling role
• Experience using CRM or contact centre systems
• Ability to handle challenging calls with empathy and professionalism
• Experience supporting customers through digital tools or online processes

Training

Full contact centre training will be provided. We are open to candidates with the right attitude, communication skills and willingness to learn.

Why Join Panda?

This Customer Service Specialist role is a great opportunity to join a busy, supportive team where you will play an important part in helping customers and keeping essential waste services running smoothly.

You will be part of a business focused on service, sustainability, safety and continuous improvement.

Join us on the journey.

About You

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. (DE&I Policy Statement)