Location: Cassington - Materials Recovery Facility
Reporting to: Customer Service Team Leader
About the Company: With over 50 years of experience, M&M Waste Solutions is a trusted, family-run business delivering high-quality, hassle-free waste services across Oxfordshire. As we continue to grow, we are investing in our people, driving a greener future, and looking for motivated individuals to join us on the journey.
Purpose of the Role: To deliver a reliable, high-quality customer service experience by handling calls, emails, and customer queries efficiently, resolving issues with confidence, and maintaining strong relationships with customers and internal teams.
The role requires a dynamic, self-motivated and goal-oriented individual who takes ownership of their workload.
Key Responsibilities:
· Handling customer enquiries via phone and email.
· Managing customer requests, queries and complaints.
· Providing clear and confident responses to customers.
· Working closely with internal teams and departments to resolve issues.
· Maintaining accurate records and communication.
· Managing order processing, payments, documentation and ensuring compliance with relevant regulations.
· Work towards agreed individual and team objectives and service standards.
· Be willing to learn and provide weighbridge cover as part of the wider team (full training provided).
Essential requirements
- Minimum 1 year experience in a customer service role.
- Experience in at least one of the following: Office-based customer service environment./ Call centre or high-volume phone-based role. / Customer-facing role involving regular phone and email communication.
- Experience handling customer queries, complaints, or service issues.
- Confident using the telephone as a main communication tool.
- Basic computer literacy (Outlook and Microsoft Office).
- Someone reliable, proactive and able to work independently.
Desirable
· Experience using a CRM system.
· Industry knowledge (waste / logistics or similar).
· Knowledge of Oxfordshire area.
· Experience working in an office-based environment.
· Full driving licence
What will make you successful
· You are dynamic and proactive, responding positively to changing priorities and taking action without needing constant direction.
· You are self-motivated, taking ownership of their workload and following tasks through to completion.
· You are goal-oriented, maintaining focus on customer service standards, targets and expected outcomes.
· You are data-driven, using accurate information and records.
· You are a strong team player, communicating effectively, supporting colleagues and working collaboratively across departments.
· You are confident dealing with customers, including challenging situations.
· Solves problems rather than simply passing them on.
· Stays organised and maintains strong attention to detail while handling multiple tasks.
· Learns new systems and processes quickly and adapts positively to change.
Work Environment:
· Office based at Cassington MRF
· Working hours: Monday to Friday 07.30 to 16.30 plus one Saturday per month (on a rota basis) 07.00 to 12.00
· PPE requirements in operational areas
Salary: £28,390 per annum
Benefits:
- Generous holiday entitlement 24 days + Bank Holidays
- Company pension scheme
- Employee Assistance Programme
- Full PPE & uniform supplied
- Cycle to work scheme
- Free flu jabs
- On-site parking
Pay: £28,390.00 per year
Application question(s):
- Do you have experience handling a high volume of customer calls and accurately logging information into a CRM or computer system?
- Do you have at least 1 year of experience in a customer service role involving regular telephone and email communication?
- This role is office-based in Cassington, Monday to Friday 07:30–16:30, plus one Saturday per month (07:00–12:00). Are you able to reliably work these hours?
Work Location: In person
