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Biffa Reactive Services

Case study // Biffa Reactive Services: are you clear?

We understand that managing waste emergencies or unplanned waste can be timeā€‘consuming and complicated. OneCall was designed with this in mind. Years of experience supporting businesses with their waste challenges have helped shape our rapid removal of unplanned waste service. Our offer is simple – a quick, cost-effective and convenient solution 24 hours a day, seven days a week. With just one call, you can arrange for the removal and disposal of waste, with the confidence that it will be carried out by a professional and experienced team.

Fly-tipping, breakdowns or emergency situations, such as fires or floods, will all result in businesses requiring additional waste services. The traditional ‘man-in-a-van’ concept is ideal for managing these situations, where a quick-turnaround is important. OneCall offers all the benefits and simplicity of using a man-in-a-van, but with the confidence and guarantees that come with using a trusted name.

With strict regulations governing waste removal for businesses, compliance is a high priority for many organisations, and failure to dispose of waste correctly can result in fines and even prosecution. OneCall guarantees compliance and removes all the stress from the situation.

OneCall to sort it all

“We’ve been operating our OneCall service for the past four years, and we’re constantly refining it to make sure that we’re meeting the needs of our customers,” explained Sally Evans, OneCall General Manager.

“We’re working closely with businesses to develop our existing OneCall offer, and one of the things that we’ve been looking at is the benefits of cross-site clearances,” continued Sally.

“We’re just about to start discussions with Greggs using a ‘milk round’ model for collections, which will enable us to fully utilise all the space in the van. Not only is it a more efficient way of doing things, but there will also be environmental and cost benefits for the customer too.

“With all the plans to expand the service, it’s an exciting time for OneCall,” said Sally. “As well as planned investment in our specially customised vans, we’re also aiming to put our drivers through ADR training so that they are qualified to collect even more waste streams.”

A drive to do a good job

Our professional drivers are one of the reasons OneCall is such a success. We caught up with OneCall driver Ron Riviere to find out what a typical day looks like and why he thinks customers choose to work with Biffa.

Can you tell us what you do and where you are based?

I’m based in Biffa’s East London Depot – one of four OneCall drivers based in the capital. As a OneCall driver I could be called out to deal with many different types of waste – from fly-tipping to spring cleans and everything in between. I drive one of our customised OneCall vans which allows me to make collections of different waste streams, such as general waste, WEEE and food waste. Once I’ve made a collection I make sure that waste is disposed of compliantly. And of course, clear up after I go.

What does a typical day look like?

I’ve been working as a OneCall driver for the past three years, and no two days are the same. I often don’t know what I’ll be doing the following day – but that’s the nature of an on-demand waste service.

My shift starts at around 6am, and I’ll usually have three to five jobs in a day. When I arrive in the morning I’ll check what I have on for the day. All OneCall drivers have a handheld M3 device that stores all the jobs we have booked in for the day. It also means we can track things like customer signatures and sort out Waste Transfer Notes too. Being paperless is another way that OneCall makes it easier for customers.

We’ve heard some fantastic feedback from customers about you. What is the secret to good service?

It’s always nice to get good feedback. The way I approach any call is to treat it as if it was my own house, so I make sure that I clean up afterwards and do a thorough job. Also, I’ll always try and go the extra mile for customers when I can. It’s why people choose to use Biffa – people expect high standards and a quality service – and that’s what I always aim to deliver.

“The way I approach any call is to treat it as if it was my own house, so I make sure that I clean up afterwards and do a thorough job”

Ron Riviere, Biffa OneCall driver