People Management & Development:

• Mentoring and coaching Customer Experience Advisors, sharing your expertise and best practices
• Supporting with one-to-ones, providing guidance and feedback to team members on their performance and development
• Conducting return-to-work meetings and supporting absence management processes
• Assisting with performance management, including identifying training needs and supporting improvement plans
• Acting as a point of contact for team members when the Team Leader is unavailable
• Leading by example, demonstrating the behaviours and standards expected within the team
• Supporting recruitment and onboarding of new team members as required

Departmental & Operational Management:

• Monitoring real-time performance, including call volumes, wait times, and service levels
• Supporting productivity management, ensuring the team is working efficiently and meeting targets
• Assisting with resource planning and ensuring adequate coverage across all shifts
• Contributing to reporting and analysis, identifying areas for improvement and sharing insights with leadership
• Supporting process improvements and implementing changes to enhance the customer experience and reduce repeat contacts
• Working collaboratively with other teams and departments, including back-office functions, to deliver timely resolutions and drive continuous improvement
• Keeping up-to-date records and adhering to data protection regulations to ensure customer confidentiality

What we're looking for;

This role requires flexibility, adaptability, and comfort with a wide range of tasks spanning customer service, people management, and operational oversight. The ability to prioritise effectively, switch between different responsibilities, and thrive in a multi-skilled environment will be key to your success. Life at Veolia is known for being fast-paced, diverse, and full of challenges, so teamwork, collaboration, and emerging leadership skills are absolutely essential.

Our must-haves. What you’ll bring:

• Proven experience in a customer service role with a strong track record of handling complex queries and escalations
• Demonstrated ability to put the customer first in every interaction, whether face-to-face, on the phone, or via digital channels
• Emerging leadership skills with the desire and capability to step up into people management responsibilities
• Experience or willingness to learn people management activities such as one-to-ones, return-to-work meetings, and performance conversations
• Strong coaching and mentoring abilities with the ability to support and develop team members
• Exceptional listening and communication skills, with the ability to truly understand customer needs and provide effective solutions
• Ability to remain calm under pressure and handle challenging situations with professionalism and empathy
• Strong planning and organisational skills to manage competing priorities across customer, people, and operational responsibilities
• Analytical mindset with the ability to monitor real-time performance, productivity, and departmental metrics
• Excellent interpersonal skills and meticulous attention to detail in everything you do
• Proactive, adaptable, and solution-focused mindset, always willing to go the extra mile
• Passion for personal and professional growth and a commitment to exceeding expectations
• Ability to identify process improvements and contribute to enhancing both customer and employee experience
• Good attention to detail, speed of typing, and a friendly, professional telephone manner
• Understanding of business finance and customer profitability
• Proficiency in using Google Office Applications and ability to learn new systems quickly

What’s next?

Apply today, so we can make a difference for generations to come.

We're proud to have been named as one of The Sunday Times Best Places to Work for three consecutive years in 2023, 2024 and 2025. This consistent recognition reflects our commitment to our people, demonstrating that Veolia is not just transforming the environment, we're also transforming what it means to have a rewarding, purposeful career.

We're dedicated to supporting you throughout your application journey, offering adjustments where reasonable and appropriate. As a proud Disability Confident Employer, we will offer an interview to applicants with a disability or long-term condition who opt-in to the Disability Confident scheme, and meet the minimum criteria for our roles.

We're also committed to ensuring that all applicants and colleagues receive fair treatment without discrimination on any grounds, aiming to create a diverse and inclusive workplace where everyone can thrive.