ORB Recruitment have a fantastic opportunity for an experienced Customer Service Manager to join our clients team. Our client is a market leader in the leasing and sales of fleet services and work across Canada and Europe.
Role: Candidates will be responsible for the following tasks.
- Achieve the planned margins/CV
- Manage margins to identify improvements plans, by facilitating quarterly basis Contract reviews.
- Identify vendor insource opportunities.
- Create and maintain Service Level Agreement per customer for vendors.
- Identify internal and external process improvements.
- Achieve targets on Cost per Maintained Unit on Rent (CPMUOR) according to Operations Plan (Long Term Lease).
- All rates are accurate and up to date in business applications. Make sure the correct account is used.
- Define and execute action plan from customer visit.
- Create and maintain contract, own actions to drive margin, improved service delivery & KPI improvements.
- Delinquency management & review with credit control as appropriate.
- Responsible for weekly reporting on department KPI’s (including NPS, MY intelligence accuracy etc.).
- Act on Net Promoter Score Operations items to drive improvements.
- Complaint management - Identify trends and improvements.
- Credit notes trend analysis and improvements – drive credit notes to <2.5% of total invoices.
- Ensuring the business meets customer and legal legislation for Servicing and Ministry of Transport test (MOT), Pressure testing.
- Ensure all service dates are accurate and up to date in business applications.
- Ensure all paperwork is received and uploaded in business applications.
- Ensure a PDP is created and follow up is ensured for team
- Facilitate team meetings depending on the need (weekly, monthly, quarterly)
- Facilitate 2 G&O / competency review meetings with direct reports
- Identify team training requirements
- Develop new opportunities to grow Assets Under Management
- Responsible for regular reporting on relevant data to other departments.
- Deliver 2 new productivity or process improvements
- Proven relevant work experience with a proven management experience.
- Understanding of Service Level Agreements and Key Performance Indicators
Requirements: To be considered for this role candidates will need to show the following.
- Negotiation Skills
- Budget Management Skills
- Communication & Time Management Skills
- Leadership
Benefits: This role includes the below benefits.
- Private Healthcare & Eyecare
- Holiday Buy/Sell
- Referral Programme & Welcome Bonus
- Life Assurance Scheme
- Income Protection
- Plus many more
Please apply with your CV and one our consultants will be in touch shortly after.
