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Pickfords are looking for a dynamic Customer Service Manager to join our team based in Basingstoke. You will join us on a full time, permanent basis and in return, as our Customer Service Manager, a competitive salary will be offered alongside the opportunity to work in a well-established company.
Pickfords is a fantastic national brand that specialises in removals and storage, offering a full range of professional removals and storage services for home and business. Our Move Manager will be passionate about customer service and who has a proven track record of taking ownership and going the extra mile to ensure ultimate customer satisfaction.
Key responsibilities of our Customer Service Manager will be to:
Deliver a consistent superior service in line with the company quality standards and improve the customer experience
Lead and manage the Move Management team to ensure we maximise international revenue through prompt and professional move management
Review all KPIs relating to the move management team on a daily, weekly and monthly basis
Comply with company cash management guidelines
Encourage a sales driven Move Management team to deal with enquiries in a prompt and professional manner always looking to up sell across all products
Liaise with international operations/shipping lines/destination agents to ensure bookings are accurately made and acceptance administration is completed
Liaise with Quality and Resourcing Manager to resolve customer complaints and claim settlement and to be the first point of contact for the escalation of all disputes
KPI’s:
Effective management of all incoming calls and enquiries
Accurate input on Navision
Increase in enquiry base, and conversion of enquiries to quotes
12 monthly reviews
Cash management
Manage Move Management productivity
Manage customer queries and complaints
Improvement to budgeted claims percentage
What we’re looking for in our Customer Service Manager:
Managerial experience and leadership skills
Customer-centric and a team player
Telephone sales skills
Excellent communication skills both verbal and written
The ability to inspire, motivate and lead a team and create a can do environment
The ability to coach and train others.
To be able to deal with complaints and resolve problems
Proficient IT skills – Office, Word, Excel
If you feel have the skills and experience to become our Customer Service Manager, please click?‘apply’?now – we’d love to hear from you!
Candidates will only be contacted if they are invited for an interview. You must be eligible to work in the UK.?
We are committed to equal opportunities for all, irrespective of race, colour, religion, nationality, gender, sexuality, disability, marital status or age