Customer Relations & Loyalty Advisor

Job Title - Customer Relations Advisor 
Location - Bromborough
Reporting To - Customer Relations Manager

We’re on an exciting growth journey where the service we provide is at the heart of what drives our success. In this role you’ll join the Customer Relations team where you’ll play a key part in keeping our customers satisfied. You’ll work closely with customers to understand their needs, resolve concerns and implement strategies to deepen relationships and engagement. If a customer is thinking of leaving us, you’ll work your magic to remind customers of the best parts of working with us to reduce churn and keep customers with us for the long term. You’ll also be proactive and suggest changes to customers account to ensure we’re offering the right services for their need on an ongoing basis.

Key Responsibilities:

• To build strong customer relationships to deepen engagement and reduce cancellations
• To provide excellent customer service and ensure all queries are managed in an efficient and professional way
• Engage with at-risk customers via phone or email to understand their concerns and offer tailored solutions
• To implement Retention strategies and put in place tailored offers to retain customers with us for the long term
• Collaborate with Customer Service, Service Delivery, Telesales and other Teams within the business to enhance the overall Customer Journey
• Maintain accurate records of Customer interactions and information using our CRM system
• To share the voice of the customer internally, or through data, to identify common trends and provide insights to improve retention efforts
• Help increase cross-selling opportunities to engage the customer base i.e. Simpler Recycling legislation, Heavy Bins, Confidential waste, Additional sites as well as tender opportunities
• Initiate follow-up contact 6 weeks after agreement signing to check in on the Customer Experience
• Maintain up to date Customer contracts and documentation as needed
• Maintain an excellent knowledge of company service offering and the waste management industry. Whilst also being curious and responsive to changes within the sectors/markets of our customers

Required Skills and Experiences:

• Experience in a customer Service or Retention focused role
• Excellent communication and interpersonal skills
• Ability to handle objections, negotiate and build rapport quickly
• Strong Problem-solving skills and a Customer-first mindset
• Highly organised with good time management skills
• Ability to deal with people at all levels

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)