Customer Service Manager

ORB Recruitmenthave a fantastic opportunity for an experiencedCustomer Service Managerto 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 <2.5% of total invoices.
• 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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