Job Description

About Us

Waterloo Business Management Ltd is a family-run, fast-growing business providing innovative collection and recycling solutions for the UK printer market. We pride ourselves on delivering exceptional service and sustainable solutions that make a real difference. As we continue to expand, we're looking for talented individuals who thrive in dynamic environments and want to play a key role in shaping our success.

The Role

We are seeking an experienced Customer Service Manager to lead and develop our customer service function. This is a pivotal role where you'll manage day-to-day operations, drive service excellence, and implement strategies that enhance customer satisfaction and loyalty. You'll work closely with other department heads, contribute to business-wide projects, and help us maintain our reputation for reliability and innovation.

Key Responsibilities

Leadership & Strategy: Develop and implement customer service policies, processes, and best practices to deliver outstanding service.

Operational Management: Oversee all customer service and administrative functions, ensuring smooth operations and compliance with industry standards.

Customer Experience: Proactively resolve queries, monitor service-level performance, and maintain strong customer relationships.

Logistics & Documentation: Manage courier bookings, shipping documentation, and compliance for import/export requirements.

Financial Accuracy: Handle customer invoicing, credits, and ensure courier billing aligns with services provided.

Reporting & Analysis: Produce KPI reports, environmental certificates, and performance dashboards to support decision-making.

Systems & Data: Maintain CRM database and develop tools and processes to improve efficiency.

Cross-Functional Support: Collaborate with Operational and Commercial teams to achieve business objectives and assist with management tasks such as training records and holiday logs.

Leading & Development: recruit, coach and mentor a team to deliver on the department objectives.

Technology & Innovation: Develop and integrate new technologies into the department to maximise efficiency and enhance customer experience.

What We're Looking For

Proven experience in a customer service management role, ideally within a fast-paced and logistics-focussed environment.

Strong leadership and communication skills with the ability to influence and inspire.

Excellent problem-solving abilities and a proactive approach to challenges.

Familiarity with CRM systems, reporting tools, and process improvement initiatives.

Geographical knowledge and experience of working with domestic couriers is essential.

Knowledge of shipping compliance and import/export documentation is an advantage.

Knowledge and experience of working with AI technologies and how to utilise them in a customer service environment is advantageous.

Why Join Us?

Be part of a growing, family-run business with a strong commitment to sustainability.

Work in a collaborative environment where your ideas and contributions make a real impact.

Significant opportunities for professional development and career progression.

Job Types: Full-time, Permanent

Pay: 35,000.00-38,000.00 per year

Benefits:

Company events Company pension Free parking
Ability to commute/relocate:

Oldham OL1 3LL: reliably commute or plan to relocate before starting work (required)
Application question(s):

Are you proficient with the Microsoft Suite (particularly Excel, Outlook, Word)?
Experience:

Team Management: 3 years (required) Customer Service: 3 years (required) Logistics-Based industry: 3 years (required)
Language:

English (required)
Work Location: In person

Application deadline: 31/01/2026
Expected start date: 02/02/2026