To be responsible for managing a busy office environment, to be able to motivate, support and develop a team. Be able to manage and review office performance to ensure structure and efficiency. To ensure effective management of the office in line with company policy and procedures. To provide co-ordination for all new cross hire deliveries & collections, post-delivery customer support and administration support
Key Success Factors
Success in a 6 months will include: • Demonstrating strong leadership skills and excellent motivation and influencing skills. • Improving customer satisfaction and customer experience. • Thorough knowledge of company processes and policies. • Establish relationships with colleagues.
Success in 1 year will include: • Strong customer satisfaction. • Office performance meets targets.
Roles and Responsibilities
• Liaising with all departments and depots at all levels to enhance the customer experience & to maintain profit margins • Liaise with suppliers reference shortages/missed deliveries/quotes/availability • To deal with customer enquiries regarding cross hired items • Audit all cross hire items on contract including assessing margin • Rectifying contractual anomalies • Send hire contracts to customers • Raise supplier purchase orders • Generate cross hire number for allocation • Allocate cross hire numbers to contract • Run due for delivery report daily to monitor allocating & putting cross hire items on hire • To manage month end receipting • Run OHNC report daily to maintain the cross hire items on contracts • Ensure damages are invoiced in accordance with procedure • Run weekly reporting suite – including damage charges, invoice query numbers and value, profit margins, audit pass rate, revenue analysis • Resolve customer/vendor invoice queries • Raise or authorise adhoc invoices/credits • To maintain structure & responsibility regarding workload in the office in line with business needs • Identifying & supporting staff development/training needs/guidance • Adhere to and implement the Health & Safety and other company procedures within the office environment • Dealing with HR issues • Conflict resolution – internal and external • Communicate targets/figures to team • Monthly one to ones with direct reports • Objective setting and monitor throughout year
National Customer Service Manager
Experience and Required Skills
Personal Characteristics: • Must display an excellent level of communication and interpersonal skills with the ability to manage people. • Should have the ability to develop an effective team environment encouraging development and progression. • Must have the skills to lead with initiative and inspiration. • Should be able to show experience of a high level of customer service and problem solving, both with internal and external customers. • Will need to be able to multi task and be able to react under pressure. • Must be organized and methodical, able to prioritize work load and must be capable of managing own time in order to meet deadlines • Must be reliable, self-motivated and focused. • Should have a good understanding of the IT package - Microsoft Office • Desirable to have knowledge of Navision & InspHire (not essential) • Must have an eye for detail, and have numeracy skills • Needs to play a supporting role to the Manager • Strong work ethic; self-starter; results orientated • Good ability to plan, anticipate & react positively • Ability to work in an operational/functional matrix organisation • Work to a high quality standard both as part of a team, and when working individually
Work Experience: • Customer Service • Sales Administration • Administrative skills • Ability to work under pressure & meet targets & deadlines • Used to working in a busy environment and operating as a team member and using own initiative to solve problems • Has proven experience and ability to work effectively with internal and/or external customers Ability to follow strict procedures