Meet Lyndsey, Recolight’s Customer Service Manager

Lyndsey is an English Language graduate with a serious passion for travel. She spent two years backpacking through Asia, Australia, and New Zealand—soaking up history, culture, and plenty of adventure along the way.
When she’s not exploring new places, you’ll probably find her at a gig—she’s been to over 100 concerts (and counting!).

Before joining Recolight, she worked in logistics, but since then she’s been bringing her skills and passion to a whole new challenge.

We’ve asked Lyndsey to share a day in her life as a Customer Service Manager.

Give us a brief history of your time at Recolight

I joined Recolight in 2010 as a Customer Service Advisor and was promoted to manager of the department in 2012. I now oversee our Customer Service team and Collection Point network, focusing on prospects, customer retention, service development, and sustainability initiatives like reducing carbon emissions. I also ensure that call handling and query resolution meet our internal KPIs, to ensure customer satisfaction.

Can your typical day change day by day, or do you have a routine that you stick to?

Customer service is naturally reactive, so no two days are the same! My day-to-day tasks vary depending on customer needs, team support, and any escalations that arise. While I have key responsibilities, each day brings new challenges and opportunities to adapt, and problem solve.

How do you prioritise and plan your workload for the day?

I start my day by reviewing any urgent external queries and escalations to ensure customers are responded to in a timely manner. I assess which issues need immediate attention and address them first to ensure a smooth resolution. After this, I plan and manage other tasks and workload based on deadlines and team needs.

In what ways do you collaborate with both colleagues and customers?

I proactively work with the team to improve efficiency, and resolve queries and escalations. I also focus on creating and adapting services to meet customer needs, ensuring continuous improvement. Additionally, I conduct regular customer review meetings to maintain strong relationships.

In your time at Recolight what task have you been most your proud of?

During my time at Recolight, there have been some big changes in the way we operate. One of the key projects I’ve been heavily involved in is developing our customer-facing Recoweb system over the last few years. This system helps manage collections, queries, and tasks, making everything much more efficient for both our teams and our customers. It’s been great to be part of something that has improved the way we work and enhanced the customer experience.

What do you love most about your role, as well as Recolight as a whole?

I love working with my team—they’re so dedicated and always go the extra mile for our customers. This year, we’re focusing even more on reducing our carbon emissions which feels great to be involved in something that not only improves the way we work but also makes a positive impact on the environment.