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Customer Service Account Manager, Knottingley
Client:
TIP Group
Location:
Knottingley, United Kingdom
Job Category:
Customer Service
EU work permit required:
Yes
Job Reference:
3f61404e5b5e
Job Views:
6
Posted:
05.05.2025
Expiry Date:
19.06.2025
Job Description:
Scope: This Customer Service Manager role is responsible for delivering World Class Customer Service to the UK Tankers accounts. As well as being responsible for delivering excellent customer service, the CSM manages the maintenance budget (Operational Plan & Customer CV) and rebills. The Manager will work closely with the Customer Service Leader to achieve the set targets for the Customer Service Center (CSC).
Responsibilities:
Profitable Growth
* Manage planned margins/CV to achieve targets.
* Identify improvements and execute Margin Improvement Plans, facilitating quarterly Contract reviews. Develop action plans for missed margins.
* Create and maintain Service Level Agreements per customer for vendors.
* Identify internal and external process improvements.
* Achieve targets on Cost per Maintained Unit on Rent (CPMUOR) according to Operations Plan (Long Term Lease).
World Class Customer Service
* Ensure all rates are accurate and current in business applications, using the correct account.
* Define and execute action plans from customer visits.
* Create and maintain contracts, and drive margin and KPI improvements.
* Execute & maintain Statement of Work.
* Manage delinquency and review with credit control as appropriate.
* Perform Asset Management related tasks.
* Report weekly on department KPIs (including NPS, MY intelligence accuracy, etc.).
The Customer Service Manager should understand and drive improvements in customer satisfaction.
* Conduct happy calls or visits with customers in the portfolio.
* Act on Net Promoter Score (NPS) operational items to improve satisfaction.
* Manage complaints by identifying trends and implementing improvements.
* Analyze credit notes trends and implement improvements to reduce credit notes.
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