Customer Service Director

2 weeks ago

Risley, Warrington, United Kingdom Nationwide Platforms Full time
Customer Service Manager

We are seeking a Customer Service Manager to lead our Specialist Vehicles Division team based at our offices in Birchwood.

As a Customer Service Manager, you will be responsible for ensuring that the customer is at the heart of everything we 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 maximize 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.

In return, you will receive a competitive salary, company car or cash allowance, 25 days annual leave plus bank holidays, BUPA medical, life assurance, auto-enrolment pension scheme, and lifestyle benefits.

Key Responsibilities:

  • First-line escalation point for the hire desk, transport, and internal sales to support a positive customer experience and hit revenue targets.
  • Take shared responsibility of operational efficiency, customer satisfaction, financial performance, and health and 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 ensure that objectives for the day are communicated and understood by all, encouraging interdepartmental 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 license.
  • IPAF license (desirable).
  • Experience of supervising, monitoring, and coaching within a sales and operational teams through a service environment preferred.
  • Ability to communicate with internal or external customers to resolve issues while 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 recognize and support the preferences and priorities of the organization.

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.

We employ 1,100 staff across the UK, with an established workforce that supports an inclusive and diverse organization.

Nationwide Platforms strongly believes 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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