Find a job 
Featured Companies 
Featured Universities 
For Companies At a Glance
- Tasks: Lead and inspire customer service teams to deliver exceptional experiences.
- Company: Dynamic company focused on customer satisfaction and team development.
- Benefits: Competitive salary, career growth, and a supportive work culture.
- Other info: Join a diverse team committed to innovation and continuous improvement.
- Why this job: Make a real impact by shaping customer service excellence and team performance.
- Qualifications: Proven leadership skills and a passion for improving customer experiences.
The predicted salary is between 40000 - 50000 £ per year.
This is a key leadership opportunity to shape the performance, culture and customer experience across our Customer Service Teams. As Customer Service Manager, you’ll sit at the heart of our customer operation - leading teams, driving results, and turning strategy into action. You’ll have real influence over how we reduce avoidable contact, improve efficiency, and deliver a consistent, high‑quality experience for our customers every day. Alongside the other Customer Service Manager for the other Customer Service Site, you’ll act as a united leadership team - driving consistency, sharing best practice and raising performance across both sites. If you’re motivated by leading people, using insight to improve performance, and making a visible impact at scale, this role offers the chance to do exactly that.
You’re an inspiring, confident leader who thrives in a fast‑paced customer environment and enjoys making a visible impact. You bring energy to your teams, balance empathy with accountability, and know how to turn data into action. You’re at your best when leading through others—coaching managers, setting clear direction, and creating a culture where people feel motivated, trusted and proud of the service they deliver. You’re curious, improvement‑focused, and not afraid to challenge the status quo to get better outcomes for customers and colleagues alike. Most importantly, you care deeply about performance and people, and you’re driven by the opportunity to shape how our Customer Service department evolves and succeeds.
Your core responsibilities:
- Lead daily Contact Centre performance, ensuring service levels and KPIs (CSAT, CES, NPS, AHT, SLA, quality) are achieved.
- Coach and develop Team Managers, embedding a strong coaching and performance culture.
- Drive continuous improvement, demand reduction and consistent service delivery.
- Champion digital self‑serve solutions such as MyBiffa.
- Manage complex customer escalations and complaint resolution.
- Collaborate with Operations, Account Management and Customer Excellence teams.
- Support effective resource planning, absence management and cost control.
- Ensure compliance with Health and Safety regulations.
We believe different ideas, perspectives and backgrounds are key to developing a creative and effective working environment that represents our communities and generates the best outcomes for colleagues, customers and stakeholders, which is why you’ll find us championing diversity, equity and inclusion at every turn.
Customer Service Manager employer: Biffa Waste Services
Contact Detail:
Biffa Waste Services Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Service Manager
✨Tip Number 1
Network like a pro! Reach out to current employees in the company you’re eyeing, especially in customer service roles. A friendly chat can give you insider info and might even lead to a referral!
✨Tip Number 2
Prepare for the interview by practising common questions related to leadership and customer service. Think about how you’ve driven results in past roles and be ready to share those stories with confidence.
✨Tip Number 3
Show your passion for customer service during interviews! Share your ideas on improving customer experience and how you’d lead a team to achieve those goals. We love seeing candidates who are genuinely excited about making an impact.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can keep you top of mind and show your enthusiasm for the role. Plus, it’s a great chance to reiterate why you’d be a perfect fit for the team.
We think you need these skills to ace Customer Service Manager
Some tips for your application 🫡
Show Your Leadership Skills: In your application, make sure to highlight your experience in leading teams and driving performance. We want to see how you've inspired others and made a tangible impact in previous roles.
Be Data-Driven: Since this role involves turning data into action, include examples of how you've used insights to improve customer service outcomes. We love seeing candidates who can back up their claims with solid evidence!
Emphasise Continuous Improvement: Talk about your approach to continuous improvement and how you've challenged the status quo in past positions. We’re looking for someone who’s curious and always seeking better ways to serve customers.
Apply Through Our Website: Don’t forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. We can’t wait to hear from you!
How to prepare for a job interview at Biffa Waste Services
✨Know Your Numbers
As a Customer Service Manager, you'll need to be familiar with key performance indicators like CSAT, NPS, and AHT. Brush up on these metrics before your interview, and be ready to discuss how you've used data to drive improvements in past roles.
✨Showcase Your Leadership Style
This role is all about leading teams effectively. Prepare examples of how you've inspired and developed your team members in the past. Think about specific situations where you balanced empathy with accountability to achieve results.
✨Emphasise Continuous Improvement
The company is looking for someone who challenges the status quo. Be prepared to share instances where you've implemented changes that led to better customer experiences or improved efficiency. Highlight your curiosity and focus on improvement.
✨Prepare for Scenario Questions
Expect questions about handling complex customer escalations and complaint resolutions. Think through some challenging situations you've faced and how you resolved them. This will show your problem-solving skills and ability to maintain service quality under pressure.