Customer Solutions Team Manager
Full‑time | Permanent | Newcastle Upon Tyne
Are you a people‑focused leader who thrives in a fast‑paced, customer‑driven environment? We're looking for a Customer Solutions Team Manager to lead a team of Site Solutions Coordinators, driving exceptional service, strong enquiry conversion, and commercial growth across all customer touchpoints.
Role Responsibilities
Customer Engagement & Transactional Sales
* Provide expert advice to customers across all enquiry types.
* Convert hire enquiries into confirmed orders while maintaining pricing discipline.
* Deliver a consultative sales experience and promote added‑value items and sustainable alternatives.
* Drive a first‑class customer experience at every touchpoint.
Team Leadership & Development
* Lead, coach, and develop a high‑performing Customer Solutions team.
* Foster a culture of ownership, responsiveness, and service excellence.
* Conduct regular 1:1s, coaching, and performance reviews.
* Ensure the team is knowledgeable and confident across the full product and service suite.
Process, Accuracy & Governance
* Ensure accurate logging and processing of hires, off‑hires, amendments, and service issues.
* Adhere to governance processes around pricing, availability, and service delivery.
* Maintain up‑to‑date customer and hire records.
* Support continuous improvement of processes, tools, and systems.
* Identify and resolve service challenges to protect margin.
Performance & Commercial Accountability
* Deliver against KPIs including response time, conversion, upselling/cross‑selling, CSAT, and accuracy.
* Monitor team performance using dashboards and service metrics.
* Analyse enquiry and service trends to inform improvements.
* Work collaboratively with internal teams to ensure seamless fulfilment and customer care.
General & Manager Responsibilities
* Comply with all company policies, procedures, and SHEQ directives.
* Uphold company vision and values.
* Lead, inspire, motivate, train, and develop team members.
* Manage recruitment, onboarding, probation, absence, capability, and conduct.
* Ensure adherence to health and safety legislation and company policies.
Skills Required
* Proven experience in a fast‑paced sales or customer service environment.
* Product/hire knowledge desirable but not essential.
* Experience managing teams to deliver commercial and service performance.
* Commercial awareness including pricing discipline and margin control.
* Excellent communication, empathy, and customer‑handling skills.
* Strong organisational skills and resilience under pressure.
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