Customer Services Assistant Multi Skill

Reconomy Connect; Newark on Trent; On-site; GBP 40,000 - 60,000; Full time

Job summary

A customer service solutions provider in Newark is seeking a dynamic team leader for their Customer Services team. The role requires someone who can manage day-to-day queries, lead and motivate the team, and ensure exceptional customer service delivery. Applicants should have experience in customer service management, and proficiency in Microsoft Office applications is essential. This full-time position offers a range of benefits including financial perks, health and wellbeing support, and generous holiday provisions.

Benefits

Pension scheme

Cycle to Work scheme

Gym membership discounts

Employee Assistance Programme

Enhanced maternity/paternity leave

Volunteer days

Generous holiday allowance

Qualifications

• Experience in a team leader role delivering excellent customer service.
• Ability to work independently and manage team performance effectively.
• Proficient with Microsoft Office applications and quick to learn new systems.

Responsibilities

• Lead and support a Customer Services team managing daily queries.
• Conduct regular team meetings and develop personnel.
• Collaborate with HR on various people management issues.
• Motivate team members for exceptional customer service.
• Ensure accurate case handling in Salesforce.

Skills

Outstanding customer service delivery

Team leadership and motivation

Independent work and time management

Technological proficiency

Tools

Microsoft Office (Teams, Outlook, Word, Excel)

Job description

Responsibilities

• Lead and support a dynamic Customer Services team, managing day-to-day queries and escalations.
• Conduct regular 1-2-1s and team meetings to drive development and performance.
• Identify and nurture talent, implementing development and improvement plans.
• Collaborate with HR on people management matters, including performance, absence, and disciplinary actions.
• Motivate and empower team members to deliver outstanding customer service.
• Represent the department in internal and external meetings, actively advocating for customer and business needs.
• Build strong relationships with partners through effective communication.
• Ensure accurate case handling and documentation in Salesforce.
• Support onboarding and probation processes for new starters.
• Balance customer needs with operational controls, legislation, and margin.
• Take ownership of tasks and deliver proactive, high-quality customer service.
• Monitor team performance against KPIs and SLAs, implementing strategies to consistently meet departmental targets.
• Promote employee engagement through departmental initiatives.
• Engage in training and stay up-to-date with industry developments.

Qualifications

• Delivered outstanding customer services in a similar team leader position, managing and motivating the team.
• Ability to work independently, manage time efficiently, and act as an effective team manager.
• Confident in using technology, particularly Microsoft Office applications (Teams, Outlook, Word, Excel) and quickly learning new systems.

Additional Job Information

Full-time, office-based in Newark.

40 hours per week, Monday to Friday. Including Saturday and Bank Holiday on-call duties, scheduled on a rota basis.

Benefits

• 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.