Customer Service Manager

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.

Key Information

Salary:£ 35000

Location: Knottingley

Posted on: 07.05.24

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