Customer Solutions Team Manager
hace 13 días
Newcastle upon Tyne
Customer Solutions Team Manager Full-time | Permanent | Newcastle Upon Tyne Are you a people‑focused leader who thrives in a fast-paced, customer‑driven environment? We’re looking for a Customer Solutions Team Manager to lead a team of Site Solutions Coordinators, driving exceptional service, strong enquiry conversion, and commercial growth across all customer touchpoints. Role Responsibilities Customer Engagement & Transactional Sales • Provide expert advice to customers across all enquiry types., • Convert hire enquiries into confirmed orders while maintaining pricing discipline., • Deliver a consultative sales experience and promote added‑value items and sustainable alternatives., • Drive a first‑class customer experience at every touchpoint. Team Leadership & Development • Lead, coach, and develop a high‑performing Customer Solutions team., • Foster a culture of ownership, responsiveness, and service excellence., • Conduct regular 1:1s, coaching, and performance reviews., • Ensure the team is knowledgeable and confident across the full product and service suite. Process, Accuracy & Governance • Ensure accurate logging and processing of hires, off‑hires, amendments, and service issues., • Adhere to governance processes around pricing, availability, and service delivery., • Maintain up‑to‑date customer and hire records., • Support continuous improvement of processes, tools, and systems., • Identify and resolve service challenges to protect margin. Performance & Commercial Accountability • Deliver against KPIs including response time, conversion, upselling/cross‑selling, CSAT, and accuracy., • Monitor team performance using dashboards and service metrics., • Analyse enquiry and service trends to inform improvements., • Work collaboratively with internal teams to ensure seamless fulfilment and customer care. General & Manager Responsibilities • Comply with all company policies, procedures, and SHEQ directives., • Uphold company vision and values., • Lead, inspire, motivate, train, and develop team members., • Manage recruitment, onboarding, probation, absence, capability, and conduct., • Ensure adherence to health and safety legislation and company policies Skills Required • Proven experience in a fast‑paced sales or customer service environment., • Product/hire knowledge desirable but not essential., • Experience managing teams to deliver commercial and service performance., • Commercial awareness including pricing discipline and margin control., • Excellent communication, empathy, and customer‑handling skills., • Strong organisational skills and resilience under pressure