Customer Service Agent

Customer Service Agent
Location: Cross Green, Leeds
Company: Panda

At Panda, we keep essential services moving by supporting customers with reliable waste and recycling solutions across the UK.

We are looking for a Customer Service Agent to join our team at our Cross Green site in Leeds. This is a busy, customer-facing role where you will handle a wide range of enquiries from commercial and domestic customers, supporting bookings, orders, quotations, service updates and customer queries.

As a Customer Service Agent, you will be part of a team that plays an important role in keeping customers informed, resolving issues quickly and working closely with our operations teams to make sure services are delivered effectively.

The Role
This Customer Service Agent role would suit someone who enjoys speaking to customers, can stay organised under pressure and takes pride in providing a professional, helpful service.
You will be handling a high volume of inbound calls, emails and online orders, so accuracy, attention to detail and a clear telephone manner are essential. Every day is different, so you will need to be adaptable, confident and able to prioritise your workload in a changing environment.

What You’ll Be Doing
You will:
Handle a high volume of inbound calls from commercial and domestic customers
Respond to customer queries in a professional, helpful and timely manner
Build rapport with customers and provide clear information about services
Provide written and verbal quotations for potential orders
Process online orders, including those received by email
Accurately update systems and customer records
Act as an initial point of contact for complaints or customer dissatisfaction
Make outbound calls to customers regarding service adjustments, updates or rescheduled work
Work closely with Traffic Planners and Operations teams to support service delivery
Prioritise tasks effectively in line with department workflow
Support the wider customer service team during busy periods
Maintain a calm, professional approach in a busy customer service environmentAbout You
We are looking for someone who has:
Previous experience in a customer-facing or customer service role, ideally in a contact centre, service desk or busy office environment
A confident, clear and professional telephone manner
Strong verbal and written communication skills
Good attention to detail and accuracy when processing information
The ability to build positive relationships with customers
Confidence handling difficult conversations or customer complaints
The ability to work under pressure and meet deadlines
A proactive, enthusiastic and hardworking approach
The ability to work well as part of a team and on your own initiative
Good organisational skills and the ability to prioritise workload
Own transport is preferred due to the site locationWhy Join Panda?
This is a great opportunity for someone looking to build their career as a Customer Service Agent within a growing business where no two days are the same. You will be joining a supportive team where your communication skills, accuracy and customer focus will make a real difference to the service our customers

We are Panda. We value waste.
We’re in the business of waste management but that doesn’t just mean collecting bins. Behind every collection is a passionate team of people finding smarter, safer, and more sustainable ways to recycle and repurpose materials that would otherwise go to waste.
Over the past 30 years, Panda has grown into a leading resource recovery business, bringing together almost 3,000 people across multiple brands, united by a shared vision and strong values. While our operations are diverse, our purpose is clear: to protect our people, support our customers, and create positive impact for the communities and environments we serve.
At Panda, people are at the heart of everything we do. We work as one team, combining different skills, experiences, and perspectives to achieve shared goals. We care for each other’s wellbeing, encourage development, and support growth because we know we’re stronger together.
We expect excellence in how we operate. High standards, bold thinking, and continuous improvement drive our passion for innovation. We challenge the ordinary, put safety first, and embrace new ideas while delivering practical, cost-effective solutions that move our business forward.
We own what we do. From day-to-day tasks to major projects, we take pride in our work and responsibility for the outcome. We don’t walk past problems we address them together. Our expertise, reliability, and care reflect who we are and the difference we make.
And above all, we act with trust and integrity. Trust is built through open communication, honesty, and accountability. It allows us to move quickly, make confident decisions, and deliver results — knowing our people are empowered to do the right thing.
Our journey depends on talented, committed people who want to make an impact.
Take the first step and join us on the journey.
 
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.
(DE&I Policy Statement)