Company Information:
BioteCH4 are one of the leading AD operators in the UK, handling the collection and transportation of food waste, oils and fats recycling.
We own and operate a group of anaerobic digestion facilities across the UK. We also provide biological support, emergency response and feedstock supply to other operators within the industry. Our industry expertise means we not only have the knowledge and experience to deal with all the food waste the UK produces.
We have an exciting opportunity for a Customer Operations Team Leader on a fixed term contract up to 12 months to join a great team of people and make a difference within a supportive and values-led Organisation.
The successful candidate can be based either at our Hemswell site, near Gainsborough or at our March site, in Cambridgeshire. There is a requirement to travel between all our AD sites to support the team as needed so a UK Driving Licence and own transport is essential.
Overall Purpose of the Role:
The Customer Service Team Lead is responsible for overseeing all Customer Service administrative activities across the AD plants, operating as an independent function from the sales team. The role ensures robust process control, accurate data management, and full compliance with UK health & safety and environmental legislation.
This position plays a critical role in the organisation, coordination, and administration of all feedstock movements into and out of the plants, supporting the efficient operation of the anaerobic digestion process. The objective is to minimise operational costs while maximising revenue from biogas production and associated by-products, through strong process governance and effective stakeholder coordination.
As a group role supporting multiple AD sites, this position offers a hybrid working arrangement, with an expectation of approximately 2–3 days per week spent working at our other AD sites to support operational delivery, stakeholder engagement, and site performance.
Key Areas of Responsibility:
Commercial Administration & Control
- Maintain full control of contract documentation, ensuring accuracy, version control, and accessibility
- Issue all commercial documentation to customers, suppliers, and hauliers in a timely and compliant manner
- Record acknowledgements, certifications, and compliance documentation in line with regulatory and company requirements
- Support billing readiness by ensuring accurate data capture and alignment with invoicing processes
- Maintain high standards of data integrity across all commercial systems
Feedstock & Logistics Coordination
- Act as the central point of contact for all feedstock customers and third-party hauliers
- Monitor, control, and manage communications relating to feedstock deliveries and collections
- Coordinate feedstock scheduling to ensure efficient plant operations without impacting production, permit conditions, or planning restrictions
- Ensure logistics and transportation activities follow best practice standards
Compliance & Regulation
- Ensure full compliance with Environmental Agency (EA) permits and Animal By-Products (ABP) regulations
- Maintain accurate records to support audits and regulatory requirements
- Ensure all processes align with UK health, safety, and environmental legislation
Stakeholder Management & Reporting
- Build and maintain strong working relationships with feedstock customers, hauliers, and internal teams
- Provide accurate and timely reports to internal stakeholders and external partners
- Ensure data is available and aligned to customer KPIs and contractual requirements
- Support standardisation across sites and systems
- Step into different roles/functions as required by the business
- Maintaining consistent standards, processes, and data integrity regardless of site location
- Adapting to changing business needs, including absence cover, peak demand, and operational issues
Team Leadership & Continuous Improvement
- Lead and support the Customer Service Team Members, ensuring high performance and accountability
- Drive continuous improvement across processes, systems, and ways of working
- Identify opportunities to streamline administrative tasks, reduce duplication, and improve efficiency
- Ensure all team activities are carried out in line with company procedures
All team members are expected to develop working knowledge across all core processes and systems to enable effective cross-functional support.
Individual competencies & role requirements
Technical expertise
- Proven experience in a commercial administration, operations, or logistics role
- Experience in a supervisory or team leader capacity
- Previous experience with SAP preferred but not essential
- Working knowledge of weighbridge systems preferred but not essential
- High level of computer literacy – proficient use of Microsoft Office Suite (Excel, Word, Powerpoint, Outlook, Sharepoint) – essential
Problem solving and analytical thinking
- Ability to identify and resolve issues independently
- Confidence to question, analyse and act on information effectively with ownership and accountability
- Attention to detail is paramount – being able to audit teams work – this role requires high level of accuracy
- Good understanding of compliance and regulatory environments
Communication
- Excellent communicator with experience of managing customers or supplier queries professionally – at least 12 months time “served” in customer facing role
- Clear reporting to all stakeholders and timely and accurate input to commercial filing system
Project and time management
- Natural adoption of a methodical and organised approach to duties
- Ability to multi task effectively
- Flexibility to perform duties outside of normal working hours; Travel - Driving licence for visits to group sites in UK will be required.
Working hours 40 hours per week + as additional needs of the business dictate; Monday to Friday 08:30 - 17:00
Company Benefits:
Life assurance scheme; help at hand app including employee assistance program; company pension scheme; service recognition; health cash plan; employee referral program; staff ideas inbox; company newsletter, cycle to work scheme; buy/sell annual leave; attendance prize draw.
Job Types: Full-time, Permanent
Pay: £35,500.00 per year
Benefits:
- Additional leave
- Company pension
- Free parking
- Life insurance
- On-site parking
- Referral programme
- Sick pay
Experience:
- customer facing role: 1 year (required)
- Administration: 1 year (required)
- Team management: 1 year (required)
Licence/Certification:
- Driving Licence (required)
Work authorisation:
- United Kingdom (required)
Work Location: In person
