Customer Service Executive

Pickfords; Stretford; On-site; GBP 24,000 - 30,000; Full time

Job summary

Pickfords is seeking a Move Manager to be the customer’s main point of contact from enquiry to completion. You will coordinate moves, maintain records and identify sales opportunities to deliver a smooth, stress-free experience for every client.

Based in the UK, you will work in a fast-paced team, delivering excellent service, achieving KPIs and maintaining CRM records with accuracy and care.

Qualifications

• Excellent communication and listening skills.
• Strong customer focus with passion for service.
• Proactive, can-do attitude and team collaboration.
• Strong organisational and time management skills.
• Calm and professional under pressure in a fast-paced environment.

Responsibilities

• Be the customer's dedicated point of contact throughout their moving journey.
• Understand customer needs and deliver outstanding service.
• Identify upsell opportunities for relevant products and services.
• Process customer documentation accurately and in line with procedures.
• Manage enquiries, quotes, bookings and administration within timescales.
• Deliver service that meets KPIs and performance targets.
• Resolve queries and issues promptly and professionally.
• Build relationships with colleagues to ensure moves run smoothly.
• Participate in team meetings and training.

Skills

Excellent communication

Customer service

Sales mindset

Team player

Organisational skills

IT literacy

Tools

CRM system

Microsoft Excel

Outlook

Word

Job description

Location: The Furrows, Trafford Park, Stretford, Manchester M32 0SZ

Scroll down to find the complete details of the job offer, including experience required and associated duties and tasks.

Job Type: Full-Time, Permanent

Salary: £27,000

Pickfords is an iconic British brand, moving excellence is our passion and we have been relocating families and businesses locally and across the world for over 350 years.

We are seeking a dedicated and enthusiastic individual to join our Move Manager Team, with a passion for customer service and a desire to exceed our clients expectations.

Job Purpose

As a Move Manager, you will be the customer's main point of contact throughout their move, delivering excellent customer service and ensuring every move is managed smoothly from enquiry to completion.

Working closely with colleagues across the business, you will coordinate each move, maintain accurate records, identify sales opportunities and provide a seamless, stress-free experience for every customer.

Key Responsibilities

• Be the customer's dedicated point of contact throughout their moving journey.
• Understand customer needs and deliver an outstanding customer experience.
• Identify opportunities to promote and upsell relevant products and services.
• Process customer documentation accurately and in line with company procedures and legal requirements.
• Manage customer enquiries, quotes, bookings and administration efficiently within agreed timescales.
• Deliver excellent customer service while achieving agreed KPIs and performance targets.
• Resolve customer queries and issues promptly and professionally.
• Build strong working relationships with colleagues and other departments to ensure moves run smoothly.
• Participate in team meetings, briefings and training, sharing ideas and best practice.
• Carry out any other duties appropriate to the role.

Key Performance Areas

• Manage incoming calls and customer enquiries professionally and promptly.
• Maintain accurate and up-to-date customer records within the CRM system.
• Maximise enquiry to quote and booking through effective sales and customer service.
• Follow the three-call process to maximise sales opportunities and deliver excellent customer service.
• Process customer payments accurately in line with company procedures.
• Resolve customer queries and complaints efficiently.
• Deliver exceptional customer service that encourages positive feedback, online reviews and recommendations.
• Follow company policies, procedures and compliance standards to ensure a consistent, high-quality customer experience.

Skills, Knowledge & Experience

• Excellent communication and listening skills, with the ability to build rapport with customers and colleagues.
• Strong customer focus with a passion for delivering outstanding service.
• Positive, enthusiastic and self-motivated with a proactive, can-do attitude.
• Strong organisational and time management skills, with the ability to prioritise workloads.
• Flexible and adaptable, responding positively to changing priorities.
• Calm and professional when working under pressure in a fast-paced environment.
• Results-driven with a commitment to delivering work to a high standard.
• A team player who enjoys collaborating and sharing best practice.
• Motivated to achieve personal and team objectives.
• Competent IT skills, including Microsoft Office applications such as Word, Excel and Outlook.

If you are a motivated individual with a passion for logistics and relocation services, we would love to hear from you.

Candidates will only be contacted if they are invited for an interview.

You must be eligible to work in the UK.

We are committed to equal opportunities for all, irrespective of race, colour, religion, nationality, gender, sexuality, disability, marital status or age.

Work Location: In person