Removal Service Manager

Location

Leeds LS25

Salary

£27K + Bonus

Contract Type

Perm

Duties of role

• Managed incoming enquires via telephone, emails and live chat from customers requesting house moving quotations.
• Taking ownership of each customer’s move from enquiry through to completion.
• Providing expert advice on our removals, storage and additional moving services.
• Prepared and discussed moving quotes,
• Maximise revenue through upselling optional extra products and services
• Ability to problem solve in order to achieve a positive customer outcome
• Collaborate with team members to improve customer service processes and outcomes
• Follow up with customer’s to ensure their issues are resolved and are satisfied with the service
• Stay up to date with product knowledge, company polices and industry trends
• Coordinated moving arrangements and maintained accurate customer records.

Key Areas of Focus

• Effective management of all incoming calls and enquiries
• Recording of clear and accurate information provided by customer’s
• Ensure accurate administration and documentation of every move.
• Convert a customer initial enquiry into a quotation for the customers move
• Promote the company brand by encouraging customers to share their experiences on review platforms
• Meeting productivity goals by being targeted on the number of moves managed each month
• Effective cost control through customer interaction and excellent customer service
• Methodical approach to post move satisfaction
• Monthly performance bonus linked to KPI achievement

About the Person

• A passion for delivering exceptional customer service.
• The ability to actively listen and show empathy and understanding at all levels
• Excellent verbal and written communication skills
• Ability to manage customer queries appropriately and efficiently
• Excellent time management, with the ability to work well under pressure
• Proficient IT skills – Office, Word, Excel

What They Offer

• Starting salary of £27,000 per annum
• Monthly performance bonus linked to KPI achievement
• Full training and ongoing development
• Career progression opportunities within the UK’s leading removals company
• A supportive and collaborative working environment

Shift Pattern

• Monday to Friday
• 37.5hrs per week

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