Department: Customer Contact Centre
Reports to: Contact Centre Manager
Location: Cross Green, Leeds
Hours: Monday to Friday, 8am–5pm, with some Saturday mornings 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
As a Customer Service Specialist, you will:
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 serviceAbout 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, with flexibility to work from other sites in the Leeds area if required
Good organisation skills and the ability to manage multiple tasksDesirable Experience
The following would be helpful, but is not essential:
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 processesTraining
Full contact centre training will be provided. We are open to candidates with the right attitude, communication skills and willingness to learn.
Why Join Panda?
This Customer Service Specialist role is a great opportunity to join a busy, supportive team where you will play an important part in helping customers and keeping essential waste services running smoothly.
You will be part of a business focused on service, sustainability, safety and continuous improvement.
Join us on the journey.
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)
Salary description
£28089.00 - £28089.00 per year