Move Experience Lead — Customer Success

Pickfords; Manchester; On-site; GBP 21,000 - 27,000; Full time

Job summary

Pickfords is seeking a Move Manager in Manchester to be the first point of contact for customers, ensuring a smooth moving journey. You will deliver exceptional service, respond to enquiries, and collaboratively improve processes to drive satisfaction and efficiency.

Ideal candidates demonstrate a customer-centric mindset, excellent communication, and strong organisational skills to manage multiple moves and KPIs in a fast-paced environment.

Qualifications

• Customer-focused attitude essential for handling enquiries.
• Strong listening and empathy across all levels of interaction.
• Excellent written and verbal communication at all times.
• Ability to manage queries efficiently and accurately.
• Organisational skills with ability to multi-task and prioritise.
• Self-motivated, enthusiastic and positive approach.
• Proactive time management under pressure to meet targets.
• Flexible and adaptable to change in a moving environment.
• Proficient in Office suite including Word/Excel.

Responsibilities

• Respond to customer enquiries via phone, email and live chat.
• Own responsibility for customer experience throughout the move journey.
• Provide accurate information about products and services.
• Upsell optional extras to maximise revenue.
• Maintain high customer service standards and meet KPIs.
• Problem solve to achieve positive customer outcomes.
• Collaborate with team to improve processes and outcomes.
• Follow up to ensure issues are resolved and satisfaction achieved.
• Stay up to date with product knowledge and policies.

Skills

Customer centric

Active listening

Verbal communication

Written communication

Query management

Organisational skills

Time management

Adaptability

Pressure handling

Task completion

Tools

Microsoft Office

Microsoft Word

Microsoft Excel

Job description

Pickfords is seeking a Move Manager in Manchester to be the first point of contact for customers, ensuring a smooth moving journey. You will deliver exceptional service, respond to enquiries, and collaboratively improve processes to drive satisfaction and efficiency.

Ideal candidates demonstrate a customer-centric mindset, excellent communication, and strong organisational skills to manage multiple moves and KPIs in a fast-paced environment.