Gillian Rossiter is the Managing Director of WantDontWant, a pioneering UK-based company that gives office furniture a second life. As a champion of the circular economy, WantDontWant is empowering businesses of all sizes to make sustainable choices and transforming the office interiors sector one high-quality, pre-loved piece of furniture at a time.

Celebrating 25 years in business, WantDontWant has been quietly revolutionising how organisations across London and the UK furnish their offices. At the helm is Gillian Rossiter, who stepped into the role of Managing Director last year after many years with the company.

Gillian’s leadership is fuelled by a clear passion for sustainability, exceptional client service, and a drive to transform perceptions around second-hand furniture. We sat down with her to discuss WantDontWant’s remarkable journey and her vision for the future.

 

Welcome to Unlocking Leadership, Gillian. Firstly, could you tell us a little about WantDontWant and its mission?

WantDontWant has been going for 25 years now, and our core mission has always been about giving office furniture a second life — saving businesses money and reducing waste. What’s unique is that doing the right thing here doesn’t cost you more; in fact, it can create more revenue. We help businesses across London and the UK buy and sell top-quality used and new office furniture, providing affordable and sustainable options.

How have attitudes towards second-hand office furniture changed during your time in the business?

Over the years, people’s attitudes to sustainability have transformed dramatically, which has made our business even more relevant.

When I started, the reputation of used office furniture wasn’t great — it was seen as a budget option and, frankly, not very appealing. I remember when Old Street wasn’t trendy, and second-hand shops had a very different vibe. But now, it’s very different. Many design and build companies have clients specifically asking for used or second-hand furniture options. It’s no longer just about saving money; it’s about getting better value, higher-quality products, and making sustainable choices. The fact that clients can now browse and consult online with experts makes it even easier to access branded furniture that meets their needs sustainably.

What types of clients are leading the way in adopting circular economy principles through their furniture choices?

I would just describe them as “confident companies”; those businesses that are secure in their identity and values tend to be the leaders. They’re not worried about buying used furniture; they see it as progress and a smart sustainable choice. This includes B Corps and premium clients with large budgets who want to do the right thing. A great example is a recent project we did where the facilities manager told me the Gen Z employees loved the fact their office furniture was second-hand — it really resonates with younger workers who value sustainability.

What are the main challenges in convincing companies to choose reused over new office furniture?

One of the biggest challenges is around proving the sustainability impact in a clear, measurable way — especially when comparing something like the carbon footprint of a used chair versus a new one. It’s not always something clients are actively questioning, but it’s a gap in awareness. Many companies simply don’t realise how much of a difference reuse can make. That’s why education is such an important part of what we do.

What we have seen is that once a company starts working with us, they tend to see the value for themselves and often bring us with them to their next project, which is fantastic. Repeat business is high — around 74% last year — which shows clients really appreciate the value we offer.

How do you see leadership playing a role in driving sustainability within your business and for your clients?

Leadership is about making consistent, small improvements day by day and celebrating those achievements. For me, it’s also about learning and evolving — I’ve learned so much in the last year alone. We want to create environments where people feel valued and autonomous, whether that’s our clients or our team. Staying true to our principles is critical; we want to grow without losing the essence of what makes WantDontWant special — excellent service, expert advice, and genuine commitment to sustainability. In today’s market, that approach attracts a completely different calibre of client.

What’s next for WantDontWant and your vision for the future?

We’re focused on improving our team’s skills through internal training and continuing to innovate in the service we offer. The circular economy is only going to grow in importance, and we want to remain at the forefront — helping more businesses make sustainable choices without compromising on quality or style. Ultimately, it’s about riding the wave of changing societal values and continuing to provide fantastic value and impact through our work.

Finally… which leader has inspired you most in your life and why?

My best friend is a fantastic leader. She leads by example and is excited not threatened when someone can do something better than she can. I find that inspiring and a good model for building a team where everyone is valued and is inspired to bring their A game every day.