Customer Service Manager

TN United Kingdom; Warrington; On-site; GBP 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Service Manager to lead their Specialist Vehicles Division. This role emphasizes a customer-first approach, ensuring that client satisfaction drives operational success. You will collaborate with key stakeholders, manage a dedicated team, and advocate for health and safety standards. This position offers a competitive salary, company car or cash allowance, and numerous lifestyle benefits, making it an exciting opportunity for those passionate about delivering exceptional service and fostering a positive team environment.

Benefits

Company Car or Cash Allowance

25 Days Annual Leave plus Bank Holidays

BUPA Medical

Life Assurance

Auto Enrolment Pension Scheme

Lifestyle Benefits

Qualifications

• Experience supervising and coaching sales and operational teams.
• Strong communication skills to resolve issues and build relationships.

Responsibilities

• First-line escalation point for the hire desk and internal sales.
• Conduct monthly performance reviews with team members.
• Ensure high standards of customer service through all media.

Skills

Customer Relationship Management

Communication Skills

Team Leadership

Operational Efficiency

Data-Driven Decision Making

Job description

We are currently recruiting a Customer Service Manager to join our Specialist Vehicles Division team based at our offices in Birchwood.

As a Customer Service Manager (CSM), you will ensure that the customer is at the heart of everything you do. Through effective and proactive management, you will drive the business forward with a passion to deliver business targets. You will be relationship-driven, customer-facing, and collaborate with key stakeholders throughout the business to support success. You will maximize the end-to-end customer journey through management, development, and outputs of your team. As the advocate for Health and Safety, you will lead by example, ensuring a positive and proactive approach to safety culture.

In return, you will receive a competitive salary, company car or cash allowance, 25 days annual leave plus bank holidays, BUPA Medical, Life Assurance, Auto Enrolment Pension scheme, and Lifestyle Benefits – discounts on selected high street stores.

Responsibilities include:

1. First-line escalation point for the hire desk, transport, and internal sales to support a positive customer experience and hit revenue targets, fostering a customer-first culture.
2. Take shared responsibility for operational efficiency, customer satisfaction, financial performance, and health & safety within your remit.
3. Act as deputy to the cluster General Manager as appropriate.
4. Review NPS and internal customer feedback to drive improvements, ensuring root causes are addressed effectively.
5. Conduct daily/weekly huddles to communicate objectives and encourage inter-department collaboration.
6. Conduct monthly performance reviews with team members, setting objectives and providing regular feedback.
7. Support field sales with customer visits and dispute resolution when required.
8. Ensure job planning is optimized to meet service delivery and cost efficiency targets.
9. Control regional costs in line with budgets.
10. Provide responsive service through all media, ensuring high standards of customer service at all times.

The ideal candidate will have:

• A driving licence.
• IPAF Licence (desirable).
• Experience supervising, monitoring, and coaching sales and operational teams in a service environment.
• Strong communication skills to resolve issues and build customer relationships.
• The ability to create and motivate a customer-focused team environment.
• Credibility in influencing senior managers, negotiating, and establishing common ground.
• Commercial awareness with data-driven decision-making skills.
• Decisiveness, credibility, and the ability to support organizational priorities.

Part of the Loxam Group, Nationwide Platforms is the UK's market leader in powered access with a fleet of 13,500 machines across 32 depots. Employing 1,100 staff, we support an inclusive and diverse organization, committed to equal opportunities, respect, teamwork, and excellence.

We prioritize health and safety in all our products, services, and support, exemplified by our “Your Safety, Our Priority” programme.

For further information, please contact the Recruitment Team at 01455 206808 or [e-mail].