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We are currently recruiting a Customer Service Manager to join our Specialist Vehicles Division team based at our offices in Birchwood.
As a Customer Service Manager (CSM), you will ensure that the customer is at the heart of everything you do. Through effective and proactive management, you will drive the business forward with a passion to deliver business targets. You will be relationship driven, customer facing, as well as with key stakeholders throughout the business to support success. You will maximise the end-to-end customer journey through management, development, and outputs of your team. As the advocate for Health and Safety, you will lead by example, ensuring a positive and proactive approach to safety culture.
In return you will receive a Competitive Salary, Company Car or Cash Allowance, 25 days annual leave plus bank holidays, BUPA Medical, Life Assurance, Auto Enrolment Pension scheme & Lifestyle Benefits – Discount on selected High Street stores
Responsibilities include:
• First line escalation point for the hire desk, transport and internal sales to support with a positive customer experience to hit revenue targets, driving a customer first culture across the team.
• Take shared responsibility of the operational efficiency, customer satisfaction, financial performance and health & safety of your remit.
• Act as deputy to cluster General Manager as appropriate.
• Review NPS and internal customer feedback to drive improvements, ensuring route causes are addressed in the appropriate way.
• Conduct daily/weekly huddles to make sure that objectives for the day are communicated and understood by all, encouraging inter department collaborations.
• Conduct monthly performance management reviews in 121s ensuring that objectives and development plans are clearly set out and provide regular feedback to team members.
• Support field sales team with customer visits to help with dispute resolution, where required.
• Ensure job planning is done to an optimal level to ensure service delivery performance and cost efficiency targets are met.
• Ensure all regional costs are controlled in line with budget.
• Provide a responsive service through all media to third parties ensuring that customers receive the highest standard of service at all times.
The ideal candidate will have/be:
• Driving Licence.
• IPAF Licence (desirable).
• Experience of supervising, monitoring & coaching within a sales and operational teams through service environment preferred.
• Ability to communicate with internal or external customers to resolve issues whilst identifying route cause fixes, building strong customer relationships through effective account management.
• Ability to create, motivate and develop a strong customer focused environment to motivate the team.
• Credible communicator, comfortable influencing senior managers with the ability to negotiate and establish common ground.
• Demonstrates commercial awareness and the ability to innovate or put forward proposals based on data driven decision-making.
• Ability to establish credibility and be decisive, but able to recognise and support the preferences and priorities of the organisation.
Part of the Loxam Group, Nationwide Platforms are the UK's market leader in powered access with a fleet of 13,500 machines operating from 32 depots across the country, we have the operational capacity, experience and expertise to fully satisfy our customers working at height needs.
Employing 1,100 staff across the UK, we have an established workforce which supports an inclusive and diverse organisation. Nationwide Platforms strongly believe that equal opportunities for our existing and prospective employees is important, and continues to build upon our culture of respect, teamwork and excellence.
We pride ourselves on putting health and safety first in all of the products, services and support we provide. This all-embracing commitment to welfare and wellbeing is epitomised by our “Your Safety, Our Priority” programme.
For further information please contact the Recruitment Team on 01455 206808 or [emailprotected]
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