Sales & Loyalty Team Leader

Join Us On The Journey

Over the past 30 years, Panda has grown into a leading resource recovery business employing almost 3,000 people across multiple brands. Driven by strong values, safety, sustainability, and innovation, we’re committed to delivering excellent service while building a better future for our people, customers, and communities. Join us on the journey.

Senior Team Lead – Sales & Loyalty (Retention)

Reports To: Sales Manager
Location: Call Centre
Position Type: Full-time

About the Role

As Senior Team Lead – Sales & Loyalty, you will play a key role in driving revenue growth and customer retention across Panda’s commercial and residential customer base. You will lead a high-performing sales and retention team, focusing on converting opportunities, strengthening customer loyalty, and reducing churn.

This is a hands-on leadership role suited to a confident people leader who enjoys coaching, performance management, working with data, and driving continuous improvement in a fast-paced, target-driven contact centre environment.

Key Responsibilities

Team Leadership & Development

• Lead, motivate, and support a team of sales and retention agents to achieve and exceed targets.
• Deliver regular 1:1s, coaching sessions, performance reviews, and structured development plans.
• Support onboarding, training, and upskilling of new and existing team members.
• Act as a mentor to team members progressing into senior or leadership roles.
• Foster a positive, results-focused team culture aligned with Panda’s values.

Sales, Retention & Performance Management

• Drive achievement of sales, retention, and loyalty KPIs including conversion rates, churn reduction, revenue growth, quality scores, and customer satisfaction.
• Collaborate with the Sales Manager to set targets and develop strategies to meet business objectives.
• Monitor individual and team performance, identifying trends, risks, and opportunities.
• Implement performance improvement plans in line with company policy and with HR support where required
• Handle escalated sales or retention cases and support agents with complex negotiations or objections.

Recruitment, Projects & Continuous Improvement

• Support recruitment activities including interviews, selection, and onboarding.
• Lead or contribute to projects focused on improving sales performance, customer loyalty, and retention processes.
• Identify and implement process improvements to enhance efficiency, customer experience, and commercial outcomes.
• Conduct competitor and market awareness to identify opportunities and inform sales strategies.
• Work collaboratively with wider teams including customer service, operations, and marketing to support business goals.

Skills & Competencies

Essential

• Strong people leadership, coaching, and communication skills.
• Proven experience driving sales and/or retention performance in a contact centre environment.
• Confident decision-making, negotiation, and problem-solving ability.
• Strong analytical skills with the ability to interpret performance data and trends.
• Experience using contact centre systems (CRM, telephony, sales or workforce management tools).

Leadership Behaviours

• Leads by example with professionalism, integrity, and accountability.
• Highly organised with excellent attention to detail.
• Results-driven, resilient, and adaptable in a fast-paced, target-focused environment.
• Positive, proactive, and committed to continuous improvement.

Experience

• Previous experience in a sales, retention, or customer service leadership role is essential.
• Experience in a regulated, operational, or service-driven environment is desirable.
• A strong commitment to personal development and the development of others.
• Knowledge of Panda’s services and systems will be supported through training.

Why Join Panda?

Being part of Panda means leading by example in a business driven by sustainability and environmental responsibility. As a Senior Team Lead – Sales & Loyalty, you’ll play a key role in driving commercial success while strengthening long-term customer relationships and contributing to meaningful environmental impact.

We invest in our leaders through ongoing training, mentoring, and clear career development pathways. Our culture is collaborative, inclusive, and built on trust, accountability, and continuous improvement.

Panda is an equal opportunities employer and is committed to attracting and retaining a diverse workforce that reflects the communities we serve.

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)