Commercial Retention & Escalations Agent

Advert Details: Commercial Retention & Escalations Agent Hours: Monday–Friday, 9:00am–6:00pm (45 hours per week, including breaks) Working arrangement: Fully office-based Contract: Full-time, permanent Resolve customer concerns. Rebuild confidence. Keep customers with Panda. Panda is looking for a Commercial Retention & Escalations Agent to help our commercial customers resolve problems and get the service they need. You’ll take ownership of escalated complaints and accounts at risk of closure, investigating what has gone wrong and working with colleagues to put it right. Whether it’s a billing dispute, a service issue or a customer considering another provider, you’ll listen, identify practical solutions and follow through. As Commercial Retention & Escalations Agent, your main focus will be retaining customers and protecting existing revenue. You’ll also support the onboarding of smaller commercial accounts and identify qualified leads for our field-based Commercial Sales Representatives. What you’ll do

Own customer escalations: Manage complaints referred by Customer Service and other teams, keeping customers informed from initial investigation through to resolution. Resolve service and billing issues: Work with Customer Service, Operations and Revenue colleagues to investigate concerns, agree actions and follow up on outstanding issues. Retain commercial customers: Understand why customers are considering leaving, handle objections and negotiate suitable solutions to retain their business. Build customer confidence: Manage difficult conversations professionally, take responsibility for agreed actions and maintain positive customer relationships. Support customer onboarding: Help smaller commercial customers choose suitable services and coordinate a smooth account setup. Identify sales opportunities: Qualify new business enquiries and pass relevant opportunities to the field-based Commercial Sales Team. Keep accurate records: Record customer interactions, complaints, retention outcomes and sales opportunities in Pipedrive or other relevant systems. Improve the customer experience: Highlight recurring problems and share feedback that helps teams prevent repeat complaints. Deliver against agreed targets: Work towards KPIs covering retention, customer satisfaction, escalation resolution and lead generation.What you’ll bring

At least one year’s experience in customer service, retention, complaints handling, account management or sales. Clear communication skills and confidence handling challenging customer conversations. Strong negotiation and objection-handling skills, with a practical approach to resolving problems. An understanding of how customer service and retention affect commercial performance. Good organisation, with the ability to prioritise competing demands and manage several cases at once. Confidence using Microsoft Office and CRM systems. The ability to work independently and collaborate with colleagues across departments. Experience in waste management would be useful, but isn’t essential.You’ll do well in this role if… You stay calm under pressure, listen carefully and take ownership. You’re comfortable discussing costs and service concerns, can recognise when an account is at risk and know that following through on a promise matters. As a Commercial Retention & Escalations Agent, you’ll help turn difficult conversations into practical resolutions and stronger customer relationships.

About The Company 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)