Pickfords is an iconic British brand, moving excellence is our passion and we have been relocating families and businesses locally and across the world for over 350 years. We are seeking a dedicated and enthusiastic individual to join our Move Manager Team, with a passion for customer service and a desire to exceed our clients expectations. The Successful candidate will be the first point of contact for our customers and will inspire confidence in our brand with excellent communication and problem-solving skills. YOUR RESPONSIBILITIES: Respond to customer enquiries via phone, email and live chat in a timely and professional manner Be available and own responsibility for your customers experience throughout their moving journey Provide accurate information about products and services addressing customers needs and concerns Maximise revenue through upselling optional extra products and services Always maintain excellent customer service and communication standards, whilst working to KPIs ensuring targets are met Ability to problem solve to achieve a positive customer outcome Collaborate with team members to improve customer service processes and outcomes Follow up with customers to ensure their issues are resolved and are satisfied with the service Stay up to date with product knowledge, company polices and industry trends KEY AREAS OF FOCUS: Effective management of all incoming calls and enquiries Recording of clear and accurate information provided by customers Convert a customer initial enquiry into a quotation for the customers move Promote the company brand by encouraging customers to share their experiences on review platforms Meeting productivity goals by being targeted on the number of moves managed each month Effective cost control through customer interaction and excellent customer service Methodical approach to post move satisfaction IDEAL SKILLS & EXPERIENCE: A customer centric approach and attitude. The ability to actively listen and show empathy and understanding at all levels Excellent verbal and written communication skills Ability to manage customer queries appropriately and efficiently Be enthusiastic, self-motivated and positive in your approach. Have excellent organisational skills with the ability to prioritise workload and multitask Exhibits flexibility, be adaptable to change Excellent time management, with the ability to work well under pressure A passion for completing all tasks to the highest standard and be driven by results Proficient IT skills Office, Word, Excel