About this role
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.
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
- 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.