Customer Services Team Leader

Advanced Supply Chain Group; Newark on Trent; On-site; GBP 30,000 - 40,000; Full time

Benefits offered by this job

Pension scheme

Length of service rewards

Referral bonuses

MyPerks discounts

Cycle to Work scheme

Gym membership discounts

Eye care vouchers

Employee Assistance Programme

Enhanced maternity/paternity leave

Birthday off

Job summary

Reconomy Connect in Newark is seeking a Customer Services Team Leader to guide a busy team, manage performance, and drive customer satisfaction. You will coach, develop, and motivate staff, while collaborating with HR on staffing matters and maintaining strong stakeholder relationships.

The role is based in Newark, requires on-site presence, and involves occasional Saturday/on-call duties as part of a rota. A strong customer service background and CRM experience are essential.

Qualifications

• Proven experience in people management and team leadership in a customer service environment.
• Strong coaching and development abilities with a people-focused approach.
• Excellent communication and relationship-building skills.
• Experience using CRM systems; Salesforce is a bonus.

Responsibilities

• Lead and motivate a high-performing Customer Services team.
• Handle queries and escalations; assist bookings when needed.
• Conduct regular 1-2-1s and team huddles to boost engagement.
• Identify talent and create development plans.
• Collaborate with HR on performance and disciplinary matters.
• Monitor KPIs and SLAs; drive improvement strategies.
• Represent the team in meetings and voice customer and business needs.
• Ensure cases are documented in Salesforce.

Skills

People management

Team leadership

Customer service

Communication

CRM experience

Tools

Salesforce

Job description

Customer Services Team Leader

Department: Customer Experience

Employment Type: Permanent - Full Time

Location: Newark

Reporting To: Jon Carr

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.

As part of our experienced team in Newark, you’ll join over 100 colleagues who are all working toward one shared goal: a world without waste. We do this by building strong customer relationships, understanding business challenges and creating tailored, innovative waste management solutions.

Why Join Us?

At Reconomy Connect, Newark, our success is built on four 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.

Reconomy Connect in Newark offers a dynamic, inclusive, and forward-thinking workplace where your ideas matter and your work makes a difference.

About the role

Ready to lead a team that thrives on energy and excellence?

We’re looking for a Customer Services Team Leader who loves the buzz of a fast-paced environment and knows how to keep a team motivated and smiling - even when the pressure’s on. If you’re passionate about people, performance, and delivering outstanding customer experiences, this is your chance to shine.

What you'll be doing:

• Lead from the front – support a high performing team of Customer Services Executives and tackle queries and escalations head on, as well as processing bookings when required.
• Inspire and energize – keep your team motivated and engaged with regular 1-2-1s and team huddles.
• Spot the stars – identify talent and help them grow with development plans that make a real impact.
• Partner with HR – handle performance, absence, and disciplinary matters with confidence and care.
• Drive results – monitor KPIs and SLAs, and implement smart strategies to smash targets.
• Be the voice of the team – represent Customer Services in meetings and champion both customer and business needs.
• Keep it accurate – ensure cases are handled and documented properly in Salesforce.
• Welcome new faces – support onboarding and probation for new starters.

This is a full-time, office-based role (40 hours per week, Monday to Friday) in Newark. We're looking for candidates who can comfortably commute to the office and are able to take part in a rota for Saturday and Bank Holiday on-call support.

What we need from you

• Proven experience in people management and team leadership in a customer service environment.
• A natural motivator who knows how to coach and develop teams.
• Excellent communication and relationship building skills.
• Ability to balance customer needs with operational and business goals.
• CRM experience (Salesforce is a bonus!).

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