Customer Services (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 over 350 years.

We are seeking a dedicated and enthusiastic individual to join our Move Manager Team, with a passion for customer service and a desire to exceed our clients expectations.

Job Purpose

As a Move Manager, you will be the customer's main point of contact throughout their move, delivering excellent customer service and ensuring every move is managed smoothly from enquiry to completion.

Working closely with colleagues across the business, you will coordinate each move, maintain accurate records, identify sales opportunities and provide a seamless, stress-free experience for every customer.

Key Responsibilities

* Be the customer's dedicated point of contact throughout their moving journey.

* Understand customer needs and deliver an outstanding customer experience.

* Identify opportunities to promote and upsell relevant products and services.

* Process customer documentation accurately and in line with company procedures and legal requirements.

* Manage customer enquiries, quotes, bookings and administration efficiently within agreed timescales.

* Deliver excellent customer service while achieving agreed KPIs and performance targets.

* Resolve customer queries and issues promptly and professionally.

* Build strong working relationships with colleagues and other departments to ensure moves run smoothly.

* Participate in team meetings, briefings and training, sharing ideas and best practice.

* Carry out any other duties appropriate to the role.

Key Performance Areas

* Manage incoming calls and customer enquiries professionally and promptly.

* Maintain accurate and up-to-date customer records within the CRM system.

* Maximise enquiry to quote and booking through effective sales and customer service.

* Follow the three-call process to maximise sales opportunities and deliver excellent customer service.

* Process customer payments accurately in line with company procedures.

* Resolve customer queries and complaints efficiently.

* Deliver exceptional customer service that encourages positive feedback, online reviews and recommendations.

* Follow company policies, procedures and compliance standards to ensure a consistent, high-quality customer experience.

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