Senior Agent — Compliance & Quality.
About Us
Affordable Waste Management is a leading B2B waste broker with a simple mission: “We take the worry out of waste.” By leveraging our collective buying power, we negotiate the best prices and use tried-and-tested suppliers across the UK, allowing our thousands of returning customers to focus on their real business needs.
Established in 2020, we are one of the fastest-growing companies in our sector, which allows for excellent progression opportunities within the company. We work from a relaxed, friendly, and modern office in the heart of Team Valley. We provide an elite working environment, investing in top-tier equipment and technology to empower you to perform at your absolute best.
PRIDE – Our Core Values
We have PRIDE in everything we do. It’s more than a set of values — it’s the standard we bring to every client, every project, and every solution we deliver. We are looking for individuals who embody these principles:
- P – Professional: Professionalism is at the heart of everything we do. From the first point of contact to project completion, we deliver a service that is dependable, respectful, and tailored to both businesses and individuals.
- R – Reliable: Our clients trust us because we consistently deliver on our commitments. We pride ourselves on being responsive, dependable, and committed to achieving the highest standards every time.
- I – Integrity: We operate with honesty, transparency, and accountability in every aspect of our business. Building long-term relationships is important to us, and we believe trust and integrity are the foundations of lasting partnerships.
- D – Dynamic: We are forward-thinking and continuously striving to improve the way our industry operates. By challenging ourselves and working closely with our suppliers, we create waste removal solutions that are efficient, seamless, and stress-free for our clients.
- E – Expertise: With extensive industry knowledge and experience, we understand the needs and expectations of our customers. Our expertise allows us to deliver the right solutions, combine the best resources, and achieve outstanding results for every client
The role
We're looking for a Senior Agent to work Compliance & Quality within the team. You'll be the final checkpoint before work goes out the door — reviewing calls, sign-offs and processes against our standards, flagging what needs to improve, and making sure feedback and training is carried out. You'll report into the Training & Quality Manager and work closely with the Customer Service Manager and the wider Senior team.
What you'll be doing
● Carrying out final checks and quality scoring across customer service, onboarding, retention and debt recovery interactions.
● Maintaining a clear audit trail for compliance and quality decisions.
● Feeding findings back to the Training & Quality Manager to shape coaching and training updates.
● Flagging performance concerns that may need a formal improvement plan, in line with Affordable Waste Management’s process.
● Supporting the roll-out of AWM's call grading standards and quality frameworks.
What we're looking for
● Experience in a quality assurance, compliance, or call-grading role within a customer service or contact centre environment.
● A sharp eye for detail and the confidence to give direct, constructive feedback.
● Strong understanding of what good customer service looks like, and the ability to coach others toward it.
● Comfortable working with data and evidencing decisions — you'll need to show your working, not just your verdict.
● Waste industry experience is a bonus, but not essential — we'll teach you the sector if you bring the quality mindset.
Salary & Rewards:
- Competitive Base Salary: We pay for world class employees.
- Performance-Based Bonus: We reward excellence. You will be eligible for a performance-based bonus linked to key service metrics,
- Progression Opportunities: As one of the fastest-growing companies in the sector, we offer clear pathways for career advancement.
- Modern Working Environment: Access to top-tier technology and equipment in our Team Valley office.
Pay: £35,000.00 per year
Benefits:
Experience:
- Customer service: 1 year (required)
Location:
- Gateshead, Tyne and Wear (required)
Work Location: In person
