Move Manager

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

Job title: Move Manager

Location: Manchester

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 nearly 400 years.

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

The successful candidate will be the first point of contact for our customers and will inspire confidence in our brand with excellent communication and problem solving skills.

Your responsibilities

• Respond to customer enquiries via phone, email and live chat in a timely and professional manner
• Be available and own responsibility for your customer’s experience throughout their moving journey
• Provide accurate information about products and services addressing customer’s needs and concerns
• Maximise revenue through upselling optional extra products and services
• Maintain excellent customer service and communication standards at all times work to KPI’s ensuring targets are met
• Ability to problem solve in order to achieve a positive customer outcome
• Collaborate with team members to improve customer service processes and outcomes
• Follow up with customer’s to ensure their issues are resolved and are satisfied with the service
• Stay up to date with product knowledge, company polices and industry trends

Key areas of focus:

• Effective management of all incoming calls and enquiries
• Recording of clear and accurate information provided by customer’s
• Convert a customer initial enquiry into a quotation for the customers move
• Promote the company brand by encouraging customers to share their experiences on review platforms
• Meeting productivity goals by being targeted on the number of moves managed each month
• Effective cost control through customer interaction and excellent customer service
• Methodical approach to post move satisfaction

Ideal skills & experience:

• A customer centric approach and attitude.
• The ability to actively listen and show empathy and understanding at all levels
• Excellent verbal and written communication skills
• Ability to manage customer queries appropriately and efficiently
• Be enthusiastic, self-motivated and positive in your approach.
• Have excellent organisational skills with the ability to prioritise workload and multi task
• Exhibits flexibility, be adaptable to change
• Excellent time management, with the ability to work well under pressure
• A passion for completing all tasks to the highest standard and be driven by results
• Proficient IT skills – Office, Word, Excel

Customer Service

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