Title: Customer Service Manager – Sales Team Lead
Location: Office-Based (with occasional client visits & trade shows)
Reports To: Head of Construction
Salary: £32,000–£36,000 + up to £40,000 OTE (performance bonus)
Contract Type: Full-time, Permanent
Why Join Us?
Join a growing, fast-paced business in the welfare and equipment hire industry, where you'll lead our sales support and customer service teams to deliver an exceptional client journey. This is your opportunity to make a real impact on customer retention, sales performance, and service delivery by championing excellent support and communication throughout the customer lifecycle.
Key Responsibilities
* Customer Experience Leadership
Own the end-to-end customer journey, ensuring consistent, responsive, and high-quality service from enquiry to contract renewal. Act as the escalation point for customer queries, complaints, or service recovery issues.
* Team Management & Coaching
Lead, support, and develop the customer service and sales support teams through 1-1s, team meetings, coaching, and performance reviews. Create a culture of accountability, positivity, and client-focused service.
* Sales Support & Admin Oversight
Oversee the processing of enquiries, quotes, orders, and onboarding via the CRM (e.g., Syrinx), ensuring accuracy, efficiency, and GDPR compliance.
* Pipeline & Relationship Support
Work alongside the sales team to manage and monitor sales pipelines, support quoting strategies, and encourage upsell opportunities such as additional services, luxury units, or consumables.
* Top Client Account Management
Take ownership of key client relationships, ensuring service levels exceed expectations, issues are resolved quickly, and repeat business is secured.
* Cross-Functional Collaboration
Work closely with transport, operations, and marketing to ensure seamless service delivery, accurate scheduling, and effective lead generation strategies.
About You
* 3+ years' experience in customer service, sales support, or account management, ideally in the hire, logistics, or construction sectors
* Experience leading or coaching a team
* Strong working knowledge of CRM systems (e.g., Syrinx), and ability to interpret sales data and reporting
* Highly organised, detail-focused, and customer-obsessed
* Clear communicator, confident dealing with clients from site supervisors to commercial procurement leads
* Full UK driving licence (for occasional travel to client sites or events)
* An active LinkedIn presence and industry engagement a plus
What We Offer
* Salary: £32,000–£36,000 base + up to £40,000 OTE (performance-based bonuses)
* Bonus Options:
* Quarterly bonus
* Benefits:
* Company pension
* Additional leave
* Casual dress
* Free on-site parking
* Store discounts
* Company events
* Cycle to work scheme
Schedule: Monday to Friday
Work Location: On-site, with occasional travel
Job Types: Full-time, Permanent
Pay: £32,000.00-£36,000.00 per year
Benefits:
* Additional leave
* Casual dress
* Company events
* Company pension
* Cycle to work scheme
* Free parking
* On-site parking
* Store discount
Work Location: In person