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Head of Customer Service

3 months ago

Oldham, Oldham, United Kingdom Sunbelt Rentals Careers Full time

About The Role

As part of FTSE100 Ashtead Group plc, Sunbelt Rentals is the leader in equipment rentals in the UK, US and Canada - as well as specialist operations in Europe. Together, our teams of experts provide rental equipment and managed solutions into every market and sector, including construction, industrial, energy, infrastructure, government and events.

We have an exciting new role as the Head of Customer Service to join our team whereyou will manage and lead a team of motivated and driven Customer Service Managers across 2 sites, ensuring the best in class service standards are defined across all teams in every aspect of the end to end customer journey.

Ensuring our service and products meet and exceeds our customer's needs, supporting the achievement of our customer success, sales and growth targets.Working in collaboration with the National and Regional Sales teams to maximise the value for the company, contributing to business growth and maintaining profitability. Y ou will be responsible for supporting National, Regional, Major accounts across 2 sites as well as Mega Projects.

Promoting excellent customer outcomes with team members, ensuring work efforts achieve these. Anticipating customers' needs and using KPI insights to present targeted, integrated, and outcome-focused solutions and opportunities. Leading cross-functional teams to apply a customer-centric success approach, ensuring quality service delivery across all aspects of the customer journey.

What can we offer you in return? You'll be joining a highly successful FTSE100 company, the UK's largest equipment rental provider. We provide an Industry leading flexible rewards package including company car/allowance, bonus, generous holiday allowance (with the opportunity to buy and sell annual leave), private medical and life assurance, retail discount scheme, employee recognition awards and a great Company pension scheme.

About You

The role requires an individual with deep customer service and leader expertise, who can grow sales and maximise upselling opportunities.

Additionally, you will bring the following skills and attributes:

  • Proven significant experience within a Customer Service leadership role or similar
  • Ability to promote our service as market leading in the plant hire industry, promoting value through exceptional end to end customer service experience
  • Ability to establish key opportunities and milestones ensuring all team members have clear goals
  • Exceptional ability to communicate and foster positive business relationships
  • Strong technical knowledge of products and services being offered
  • Experience managing diverse customer service teams and ability to provide coaching and training
  • Deep understanding of customers concerns and thoughts regarding the use of products, and the ability to troubleshoot as needed
  • Technical skills required, as they relate for the use of the product to service to be solid
  • Experience analyzing and optimizing the existing processes in the Customer Success department
  • Resilient, drive and determination to deliver in a fast-paced environments
  • Excellent communication and influencing skills with ability to demonstrate empathy and understanding
  • Performance driven and inspiring leader
  • Well organised with strong planning and budget management skills
  • Performance driven, with a collaborative approach, able to engage and motivate people to work together towards common aims and objectives

The role is national base, where you will be expected to travel between Manchester and Walsall Wood

About Us

Our people are at the heart of our values and they're our greatest asset. We rely on you to look after our customers so in return, we take good care of you. We recognise the value and uniqueness of our team-mates and are committed to creating a diverse and inclusive Sunbelt Rentals, providing equality of opportunity and a culture of fairness and respect.

Your health, safety and wellbeing is really important to us. We're raising awareness and providing support through initiatives such as our mental health awareness campaign and first-aider programme. You'll also be able to access a 24-7 employee assistance helpline, counselling services and financial wellbeing support.

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