- Location
- Telford, Shropshire
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Director
- Experience
- 30+ years
- Source
- Pinpoint
Description
Head of Customer Services B&I
Department: Customer Experience
Employment Type: Permanent - Full Time
Location: Telford
Reporting To: Rachel Jordan
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.
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.
About the role
We're looking for an experienced Head of Customer Services to lead and develop our Business & Industry Customer Services team, driving a culture of excellence, continuous improvement and customer centricity.
Reporting to the Director of Customer Experience, you'll provide strategic leadership across the Customer Services team, ensuring exceptional service delivery, strong operational performance and positive customer outcomes. This is an exciting opportunity to shape the future direction of the function, influence business wide initiatives and play a key role in delivering our customer experience strategy.
Key responsibilities
Reporting to the Director of Customer Experience, you'll provide strategic leadership across the Customer Services team, ensuring exceptional service delivery, strong operational performance and positive customer outcomes. This is an exciting opportunity to shape the future direction of the function, influence business wide initiatives and play a key role in delivering our customer experience strategy.
Key responsibilities
- Lead, inspire and develop the Customer Services team, creating a high-performing culture focused on customer satisfaction and continuous improvement.
- Develop and implement Customer Service strategies aligned to wider business objectives and customer experience goals.
- Drive service excellence through ownership of customer service KPIs, SLAs, response times, resolution times and customer success measures.
- Use customer feedback, insights and performance data to identify trends, drive improvements and enhance the overall customer experience.
- Build strong relationships with customers, suppliers and internal stakeholders, acting as a key advocate for customer needs across the business.
- Ensure effective resource planning and capacity forecasting to support service delivery and business growth.
- Oversee the successful transition of customers from Mobilisation into Customer Services, ensuring a seamless onboarding experience.
- Lead, coach and mentor team members, supporting succession planning, talent development and employee engagement.
- Champion innovation, best practice and continuous improvement initiatives across the function.
- Collaborate with senior stakeholders to support strategic decision making and the achievement of wider organisational goals.
What we need from you
- Proven experience leading a Customer Services or Customer Experience team in a management or senior leadership capacity.
- Strong people leadership skills, with the ability to motivate, coach and develop high performing teams.
- Experience driving customer focused change and continuous improvement initiatives.
- Excellent stakeholder management and relationship building skills.
- Strong analytical skills with experience using data and customer insights to inform decisions and improve performance.
- Commercial awareness and the ability to balance customer outcomes with business objectives.
- Excellent communication skills and the ability to influence at all levels of the organisation.
- Full UK Driving Licence.
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
Why join us?
This is a fantastic opportunity to lead a significant customer facing function and make a real impact on customer experience, operational performance and business success. You'll have the opportunity to shape strategy, develop talented teams and drive meaningful improvements within a growing and ambitious organisation.
This is a fantastic opportunity to lead a significant customer facing function and make a real impact on customer experience, operational performance and business success. You'll have the opportunity to shape strategy, develop talented teams and drive meaningful improvements within a growing and ambitious organisation.
Skills
Customer Service