Customer Service Manager

ORB Recruitment have a fantastic opportunity for an experienced Customer Service Manager to join our clients team. Our client is a market leader in the leasing and sales of fleet services and work across Canada and Europe.
Role: Candidates will be responsible for the following tasks.
Achieve the planned margins/CV
Manage margins to identify improvements plans, by facilitating quarterly basis Contract reviews.
Identify vendor insource opportunities.
Create and maintain Service Level Agreement per customer for vendors.
Identify internal and external process improvements.
Achieve targets on Cost per Maintained Unit on Rent (CPMUOR) according to Operations Plan (Long Term Lease).
All rates are accurate and up to date in business applications. Make sure the correct account is used.
Define and execute action plan from customer visit.
Create and maintain contract, own actions to drive margin, improved service delivery & KPI improvements.
Delinquency management & review with credit control as appropriate.
Responsible for weekly reporting on department KPIs (including NPS, MY intelligence accuracy etc.).
Act on Net Promoter Score Operations items to drive improvements.
Complaint management - Identify trends and improvements.
Credit notes trend analysis and improvements

drive credit notes to

Ensuring the business meets customer and legal legislation for Servicing and Ministry of Transport test (MOT), Pressure testing.
Ensure all service dates are accurate and up to date in business applications.
Ensure all paperwork is received and uploaded in business applications.
Ensure a PDP is created and follow up is ensured for team
Facilitate team meetings depending on the need (weekly, monthly, quarterly)
Facilitate 2 G&O / competency review meetings with direct reports
Identify team training requirements
Develop new opportunities to grow Assets Under Management
Responsible for regular reporting on relevant data to other departments.
Deliver 2 new productivity or process improvements
Proven relevant work experience with a proven management experience.
Understanding of Service Level Agreements and Key Performance Indicators
Requirements: To be considered for this role candidates will need to show the following.
Negotiation Skills
Budget Management Skills
Communication & Time Management Skills
Leadership
Benefits: This role includes the below benefits.
Private Healthcare & Eyecare
Holiday Buy/Sell
Referral Programme & Welcome Bonus
Life Assurance Scheme
Income Protection
Plus many more
Please apply with your CV and one our consultants will be in touch shortly after.
INDMI
Job Type: Full-time
Pay: £30,000.00-£35,000.00 per year
Benefits:
Company pension
Life insurance
Private medical insurance
Referral programme
Sick pay
Schedule:
Monday to Friday

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