Customer Service Manager

Job description / Role

The Customer Service Manager is responsible for leading a team of Hire Desk Controllers (HDCs) to deliver a first class service to our existing and potential customer base.

The Customer Service Manager and their team of Hire Desk Controllers will act as a primary point of contact and interface on a daily basis with existing and potential customers. This team will take ownership of the process from initial enquiry through to delivery of equipment, return and invoicing.

Reporting into the Senior Management team, the Customer Service Manager will heavily focus on the acquisition, cross sell and retention of customers. They will also be tasked with ensuring the successful generation and conversion of new business to agreed sales targets with the goal of delivering strong financial performance by maximising revenue on the rental and sales transactions.

This individual will be pivotal in shaping and creating the newly developed Customer Service function.

KEY RESPONSIBILITIES:

Team Management:
- Leading the Hire Desk team to take inbound inquiries (calls and emails) and effectively liaising with customers on a daily basis. Quoting and proactively converting, up-selling and cross-selling to customers
- Leading the Hire Desk team to commercially prioritise the market and key customers to ensure that the agreed targets for revenue, contact rate, average handling time and daily machine conversation (DMC) rates are met consistently each month

Process Improvement:
- Drive and refine continuous improvement initiatives to the benefit of the customers and Rapid Access
- Develop service standards, workflow, processes and procedures to ensure high quality service and compliance to overall standards
- Develop and implement client satisfaction monitoring processes and systems

Account Management:
- Actively manage and retain an active customer base within an agreed percentage
- Work with closely with the field sales team and keeping them informed of any developments relevant to their accounts
- Build strong relationships with colleagues in other depots to enable and accept passing of remote hire orders
- Conduct post-sales follow up customer calls customer to increase renewal sales rates and ensure high levels of customer satisfaction
- Redevelop dormant accounts to agreed percentage

New Business Development:
- Lead the team to actively promote Rapid Access’ products and service offerings to customers and prospective customers
- Manage profitable growth targets for a portfolio of customers to achieve ‘above minimum’ prices to hit and surpass revenue targets

Customer Satisfaction:
- Building strong long-term and productive relationships with customers by providing excellent customer experiences through quick and efficient investigations and resolving of all customers queries to ensure the delivery of our service promise
- Feeding back customer and market information to colleagues in sales

Operations and Dispatch:
- Ensure correct communication towards team members in terms of daily team work, sharing information, sharing workload, adjusting schedules and holidays with the relevant back up persons
- Ensure customers are made aware of order, stock and delivery status
- Schedule the drivers, organise and prioritise the daily dispatch of machinery, taking into current availability and returning hires

Sales and Marketing Campaigns:
- Develop the customer segmentation and profiling strategy to determine existing and potential spending history, volume and potential of future spend
- Work with the General Manager to compile and implement effective email and targeted marketing and telesales campaigns to generate leads and drive revenue

Reporting and Analysis:
- Analyse customer service data and produce monthly management report detailing data on quotes, bookings, renewals and contract activation figures
- Present to the General Manager each month on headline statistics and analysis with recommendations for changes. Fully appraise on any key issues

Administration:
- Support the Field Sales Team with sales order quotations
- Set up and open new accounts, maintains records on the ERP system and performs related order processing tasks

Requirements

- Successful track record in leading internal sales and/or customer service teams in a call centre or customer service delivery environment
- Proven experience of managing and motivating a team to generate business and hit financial targets within a sales and service environment
- Track record in developing successful B2B sales and marketing campaigns
- Good working knowledge of Microsoft office applications

Desirable:
- Previous experience of the powered access, plant hire, tool hire, heavy machinery, construction market or similar industry

About the Company

Established in 1996, Rapid is the Middle East leader in powered access equipment rental & sale, and part of Europe's largest powered access rental company, Lavendon Group plc.

At Rapid, we offer wide range of MEWP's (Mobile Elevating Work Platforms), which offer a number of features making them particularly suitable for different types of applications.

• Steel Erection and construction
• Lighting and electromechanical maintenance
• Industrial and building maintenance
• Signage and Events
• Outside Broadcasting
• Telecommunications maintenance
• Facilities Management
• Airport, Ship and Highway Maintenance

As members of the team committed to providing strength on the ground and performance in the air we work with a simple business philosophy 'Your success is ours'.