Move Manager

Pickfords, Ltd.; Basingstoke; On-site; GBP 25,000 - 35,000; Full time

Job summary

Une entreprise emblématique britannique, Pickfords, recherche un Manager de Déménagement passionné par le service client pour rejoindre son équipe. Ce rôle nécessite d’être le point de contact principal des clients, de résoudre des problèmes tout en respectant des objectifs de performance. Le candidat retenu aura pour mission d’assurer une expérience client exceptionnelle, en collaborant avec l’équipe pour améliorer les processus et en répondant aux questions de manière professionnelle.

Qualifications

• Passion pour le service client.
• Orientation vers les résultats avec une attitude proactive.
• Capacité à travailler efficacement sous pression.

Responsibilities

• Répondre aux demandes des clients via téléphone, e-mail et chat.
• Maximiser les revenus par la vente de produits additionnels.
• Suivre les clients pour assurer leur satisfaction après le service.

Skills

Communication

Résolution de problèmes

Service client

Job description

Develop a career in move management. Full training provided.

Job title: Move Manager

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 take responsibility for your customer’s experience throughout their moving journey.
• Provide accurate information about products and services, addressing customer needs and concerns.
• Maximise revenue through upselling optional extra products and services.
• Maintain excellent customer service and communication standards at all times, working to KPIs and ensuring targets are met.
• Problem-solve to achieve positive customer outcomes.
• Collaborate with team members to improve customer service processes and outcomes.
• Follow up with customers to ensure issues are resolved and they are satisfied with the service.
• Stay up to date with product knowledge, company policies, and industry trends.

Key areas of focus:

• Effective management of all incoming calls and enquiries.
• Recording of clear and accurate information provided by customers.
• Convert initial customer enquiries into quotations for their move.
• Promote the company brand by encouraging customers to share their experiences on review platforms.
• Meet productivity goals by managing a targeted number of moves each month.
• Control costs through excellent customer interaction and service.
• Adopt a methodical approach to post-move satisfaction.
• Maintain a customer-centric attitude.
• Actively listen, show empathy, and demonstrate understanding at all levels.
• Exhibit excellent verbal and written communication skills.
• Manage customer queries efficiently and appropriately.
• Be enthusiastic, self-motivated, and positive.
• Organise and prioritise workload effectively, multitask, and exhibit flexibility to change.
• Manage time well, working effectively under pressure.
• Complete all tasks to the highest standard, driven by results.

If you believe you have the skills and experience to become a Move Manager, please send your CV and a cover letter indicating your salary expectation to: [emailprotected] – we’d love to hear from you!