Customer Service Manager

3 weeks ago


Risley, Warrington, United Kingdom Nationwide Platforms Full time

We are currently recruiting a Customer Service Manager to join our Specialist Vehicles Division team based at our offices in Birchwood. As a Customer Service Manager (CSM), you will ensure that the customer is at the heart of everything you do.

Through effective and proactive management, you will drive the business forward with a passion to deliver business targets. You will be relationship driven, customer facing, as well as with key stakeholders throughout the business to support success. You will maximise the end-to-end customer journey through management, development, and outputs of your team.

As the advocate for Health and Safety, you will lead by example, ensuring a positive and proactive approach to safety culture.

Responsibilities include:

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

Part of the Loxam Group, Nationwide Platforms are 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.

Nationwide Platforms strongly believe that equal opportunities for our existing and prospective employees is important, and continues to build upon our culture of respect, teamwork and excellence.

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.



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