Customer Service Manager

2 weeks ago

Birchwood, United Kingdom Nationwide Platforms Full time
{"title": "Customer Service Manager", "description": "Key Responsibilities

As a Customer Service Manager at Nationwide Platforms, you will be responsible for driving business targets through effective and proactive management. You will ensure that the customer is at the heart of everything you do, leading by example and promoting a positive and proactive approach to safety culture.

Key Accountabilities

  • First line escalation point for the hire desk, transport and internal sales to support with a positive customer experience to hit revenue targets.
  • 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.

Requirements

  • 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.

About Nationwide Platforms

Nationwide Platforms is 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. 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.", "lang_code": "en-US"}

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