Move Manager

RELOcruitment are delighted to be working alongside an award-winning Removals & Storage Firm. They provide professional removals and storage solutions all over the globe.

They are now looking for a Move Manager to join their busy team based in Nottingham.

The ideal candidate will have strong Customer Service experience. Industry experience will be also be beneficial however, this is not essential.

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

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