Customer Service Executive, Litta
£30k
Waste management solution
Job no longer available
Waste management solution
21-100 employees
Job no longer available
£30k
21-100 employees
Company mission
To change the way businesses dispose of their bulky waste.
Role
Who you are
- If you have high standards, a root-cause mindset, and genuine care for customers, this role is built for you
- Emotionally perceptive - whether it's a direct customer whose collection went wrong or a carrier partner under pressure, you genuinely read where someone is coming from and what they're feeling in the moment. You use that to respond in a way that rebuilds trust and moves things forward, not just closes the contact
- Strong communicator across written and verbal - clear, calm and honest whether on the phone, in a chat or in a team setting
- Organised and detail-oriented, comfortable managing high volumes without letting standards slip
- A natural problem-solver who goes to root cause, not just the surface fix
- Comfortable coordinating across teams and working with different stakeholders to get things done
- Quick to pick up new systems, processes and subject areas - and takes responsibility for building that knowledge
- Owns their work completely - takes accountability, learns from mistakes, acts on feedback
- Full Ownership - You keep it in your hands until it’s resolved. You’d feel uncomfortable if a customer had to chase
- Root-Cause Driven - You don’t just close the ticket; you care about why it happened and you’ll push for a fix - whether it’s the current situation or the wider process
- Proactivity - You act before you’re asked. You update before customers need to. You flag before it becomes a problem. You think “what else can I do here?”
- Resilience - There can be a fast pace, uncertainty in start-up life and change aplenty; even so you stay steady, stay focused, and bring consistent energy
What the job involves
- Customer Services is at the heart of Litta. As a CS Executive, you’ll own the customer experience end-to-end - handling contacts, coordinating resolutions across Operations, Supply & Logistics, and the wider business, and making sure every customer leaves better off than they arrived
- We’re currently looking for 4 roles across a range of shift patterns
- Own customer contacts end-to-end across phone, email and chat - delivering clear, empathetic, accurate responses and making sure every customer gets a real resolution
- Handle a broad range of queries and coordinate outcomes with teams across the business - including Operations, Supply & Logistics - as we continue to develop and specialise the function
- Proactively update customers before they need to chase - on delays, job updates, and outcomes
- Take full ownership of complaints: resolve them compliantly and with the customer front of mind, but don’t stop there - challenge the root cause and contribute to making sure it doesn’t happen again
- Balance quality and quantity - work through a high volume of contacts while maintaining the accuracy, care and standards every customer deserves
- Contribute to brilliant documentation and process flows - flag gaps, keep things current, and help build the operational clarity that scales
- Spot patterns, raise them, and help fix them - whether it’s a recurring complaint, a process gap, or a better way of working, your observations feed directly into how we improve
- ROLE SUCCESS METRICS
- Productivity outputs consistently in line with local targets
- Positive TrustPilot scores and customer feedback
- Complaint volumes tracked and trending in the right direction
- Regularly contributing to continuous improvement - making the service customers receive and the ways we work genuinely better over time
- SHIFTS & PRACTICAL INFO
- Early
- 06:30–15:30
- Mon–Sun
- Core
- 08:00/09:00–17:00/18:00
- Late
- 12:00–21:00
- Mon–Fri
- Four-Day Week
- Fri–Mon
- 4 days, 5-day pay equivalent
- Note: Full-time office attendance required during the initial training period. Please indicate your preferred shift(s) when applying
Salary benchmarks
Our take
The process of waste disposal is currently difficult, with few companies providing digital options that put sustainability at the core of their operations. Moreover, fly-tipping in the UK is costing the government millions per year.
Litta aims to solve this problem with its easy-to-use, sustainable waste removal service. Its platform connects customers and businesses with approved licensed waste carriers. Over 96% of items collected through their platform are recycled and diverted from landfills.
Backed by funding and a recent partnership with NRLA, Litta is seeing its mission take hold. And with expansions into new cities like Birmingham, Manchester, and Glasgow, its momentum shows no signs of slowing down.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (1 round)
Aug 2021
$2.7m
Total funding: $2.7m
Company HQ
Potters Bar, UK
Leadership
Aaron Marc Georgiou
(Founder & CEO)Previously a Personalisation Project Manager at ASOS, a Consultant at Accenture, and an eCommerce Digital Project Manager at Liberty London.
Share this job
View 1 more job at Litta