Customer Service Agent

Job Description

Position Title: Customer Service Agent

Line Manager: Customer Service Team Leader

Department: Customer Operations

Location: Newcastle Upon Tyne (Office Based)

Join a Business That’s Changing the Future of Waste

We’re not just another company in the waste management sector, we’re a fast-growing, forward-thinking business on a mission to remove the hassle of waste for UK businesses while driving meaningful environmental change.

Waste Managed is a growing business with a strong focus on customer service and lead generation. We have close to 40,000 customers across various sectors in the UK, and we're expanding fast. We work predominantly with SMEs, supporting business owners in navigating the world of waste. We support them with day-to-day operations, offer advice and guidance on legislation, and handle their relationship with their waste supplier on their behalf so they can get on with running their business. Our aim is to remove the hassle and stress for them. We work with a diverse mix of businesses, ranging from hairdressers and beauty salons to care facilities, schools, hospitality venues, and dental practices. Everyone needs to dispose of waste safely and legally, so no matter the business type, we are here to help. We value innovation and forward thinking and are always striving to continuously improve to better support our customers. Waste Managed is part of a group of companies who share a likeminded vision to be human, always put customers first, make time to listen and be a proactive problem solver - together, we can support each other to achieve more.

A Purpose Beyond Profit

We are proud thought leaders in the circular economy. Sustainability isn’t a buzzword for us; it’s embedded in everything we do. Our goal of 100% landfill avoidance drives our work every day, helping to reduce pollution, cut greenhouse gas emissions, and create a cleaner future. Our ISO accreditation reflects our deep commitment to continual improvement, environmental compliance, and real, measurable progress.

Through our partnership with Just One Tree, we actively contribute to global reforestation efforts. To date, we’ve planted over 7,500 trees, helping to absorb an estimated 2,310 tonnes of CO₂ as they grow, restoring biodiversity and protecting vulnerable ecosystems.

A Workplace That Lives Its Values

We believe sustainability starts from within. That’s why we actively support greener commuting through subsidised metro passes, and bike-to-work initiatives, empowering our team to make environmentally conscious choices every day.

Our employees are encouraged to take part in volunteer initiatives that support environmental and social causes, both locally and further afield. As part of the Biffa Group, we also support The Company Shop, an award-winning not-for-profit enterprise creating lasting, positive changes in disadvantaged communities.

Purpose of the Role

The Customer Service Agent plays a vital role in delivering a high-quality customer experience by handling customer enquiries, requests, and service issues in a professional, efficient, and friendly manner. The role focuses on resolving queries at the first point of contact, supporting customer satisfaction, and ensuring all interactions align with company standards and values.

Key Responsibilities

· Handle customer enquiries across multiple channels including phone, email, and live chat.

· Provide accurate information and support to customers regarding products and services.

· Resolve customer issues effectively, escalating complex matters when required.

· Liaise with internal teams and third-party suppliers to resolve service issues or failures.

· Maintain accurate and up-to-date customer records on internal systems.

· Identify opportunities for sales through service by promoting relevant products to existing customers.

· Manage workload effectively to meet productivity, quality, and service level targets.

· Adhere to company policies, procedures, and data protection requirements at all times.

Skills and Competencies

· Strong verbal and written communication skills.

· Customer-focused approach with a positive and professional attitude.

· Effective problem-solving and decision-making abilities.

· Ability to work independently and as part of a team.

· Resilient and calm when handling high volumes or challenging situations.

· Well-organised with good attention to detail.

Experience

Essential:

· Previous experience in a customer service or customer-facing role.

· Experience working in a fast-paced environment.

Desirable:

· Experience working within a contact centre or multi-channel environment.

· Experience using CRM or customer management systems.

Education and Qualifications

GCSE Maths and English at Grade C or above (or equivalent), or relevant experience demonstrating capability.