Service Manager

Paper Round

£27,000 - £31,000 (depending on experience)

Paid • Full Time • Permanent

[email protected]

Sectors: sustainability

Closing date: Not specified, apply soon!

About the Company:

BPR Group also known as Paper Round, is a leading circular economy company, providing services for recycling, data destruction & office supplies in London & the South East. We are born environmentalists, formed by Friends of the Earth in 1988 and now operating as an independent commercial organisation.

Flexible, reliable and ethical, we believe that commercial success depends on constantly growing and developing our business. We value speed and agility of response to change. Only by changing can we continue to meet our clients’ needs and ensure that we as a team will grow and prosper.

You will be working as part of the Service Delivery team, ensuring our largest clients receive the highest level of service as well as helping them hit their sustainability goals. You will deliver pro-active and responsive management to some of BPR’s largest and most prestigious clients, working in collaboration with the Account Management team who will manage the commercial aspects of the contracts. The Service Delivery team are responsible for the operational success of their clients.

The culture is energetic, and there will be many opportunities for you to make a substantial contribution to the business.

Service Manager KPIs

  • Collection success rate for clients at 98%
  • To ensure actions on system are discussed with clients within < 1 days and resolved within < 3 days
  • Emails to be responded to within 4 hours
  • To call back clients within 2 hours of missed phone call
  • [To attend a minimum of 20 site visits/meetings a month]

 Service Manager Responsibilities:

Customer Service

  • To build good rapport with the accounts you are assigned
  • To promptly deal with customer queries via telephone and email
  • To be the first point of escalation for service issues
  • To attend formal client review meetings
  • To write up actions from meetings that you attend
  • To ensure AM is kept up to date on client status where appropriate
  • Ensure client receive their reports in a timely manner and be able to discuss this with them in a knowledgeable way


  • To have a good operational understanding of customer sites and BPR services
  • To have a good working relationship with the Operations Team working with them to keep escalation to a minimum
  • To deal with sytem actions in a thorough manner to ensure a long-lasting resolution.
  • To independently visit sites to manage sites issues e.g. access, faulty equipment, weighing issues
  • Organise new site set ups from first win to installation


  • To check adhoc invoices and ensure billing accuracy
  • Cross selling services (including office supplies) where appropriate


  • Deliver the sustainability products to your clients (recycling improvement plans, training, lunch & learns, webinars etc)
  • Keep up to date in industry press to ensure you can speak articulately to clients about relevant topics
  • Keep up to date on the industry within your specialism
  • To make recommendations for improving recycling on site where appropriate
  • Carry out any other reasonable duties as requested by line manager

Service Manager Requirements:

  • Personal interest in the environment
  • A strong customer focus, with good listening and questioning skills
  • You will have excellent verbal communications skills and be able to confidently engage and converse with a range of people including, directors, cleaning managers and loading bay staff
  • Well organised, you will be able to manage your time to ensure work is completed on time
  • You will have excellent writing skills and be able to complete reports to a high standard
  • High level of responsiveness and problem solving skills with the ability to close out on-going service issues.
  • Excellent Presentation Skills 
  • Degree educated in an environmental discipline is desired.

Senior Service Manager Benefits:

  • Charity volunteering opportunities and social activities
  • Office has panoramic views across the capital
  • Employee pension scheme and a travel season ticket loan
  • Employee Assistance Programme
  • Dedicated individual training budget
  • 22 days’ annual leave

If you think that you are suitable for this Service Manager role, please apply now, by emailing your CV and a cover letter to [email protected]

Please mention when responding to this ad.