Customer Service Specialist

About the Role

Customer Service Specialist

Department: Customer Contact Centre

Reports to: Contact Centre Manager

Location: Office based

Hours: Typically 08:30-17:00, 5 days per week. Saturday working may be required.

Role Overview

At Panda, we value waste. We are looking for a Customer Service Specialist to join our Customer Contact Centre team. This role is the first point of contact for customers who get in touch with Panda by phone, email and Live Chat. You will help customers with queries about their waste services, resolve issues, provide clear information and support customers in using our digital tools and services. This is a great opportunity for someone who enjoys helping people, solving problems and working in a busy, customer focused environment. Full contact centre training will be provided, so previous contact centre experience is not essential.

Key Responsibilities

• Handle inbound customer contacts through Panda's contact centre phone lines, email and Live Chat
• Provide accurate information and support customers with service related queries
• Guide customers through Panda's digital tools, online services and processes
• Manage customer complaints with empathy, ownership and professionalism
• Maintain and update customer account records accurately in line with company procedures
• Record actions taken and ensure customer information is kept up to date
• Identify opportunities to improve the customer experience and share feedback with the wider team
• Advocate for and educate customers on digital tools and self service options
• Work in line with relevant waste, service and compliance requirements
• Support the wider contact centre team to deliver a professional, consistent and helpful service

About You

We are looking for someone who is confident speaking with customers, comfortable using systems and motivated by delivering great service. You will have:

• Excellent communication and active listening skills
• A strong customer focus and a genuine passion for helping people
• A calm, professional and positive approach
• Good problem solving skills
• Confidence using digital systems and the ability to learn new technology
• Resilience and adaptability in a busy contact centre environment
• Good organisation skills and the ability to manage multiple tasks

Desirable Experience

• Experience in a customer service, contact centre or call handling role
• Experience using CRM or contact centre systems
• Ability to handle challenging calls with empathy and professionalism
• Experience supporting customers through digital tools or online processes

Training

Full contact centre training will be provided. We are open to candidates with the right attitude, communication skills and willingness to learn.

DE&I Policy Statement

Panda is committed to attracting and retaining a skilled and diverse workforce that reflects the communities in which we operate and the people we serve.