We’re TIP Group – a proud Great Place to Work® – and we’re looking for a skilled and motivated Customer Service Manager to join our team.

If you’re passionate about delivering excellent service, enjoy a fast-paced, hands-on environment, and like being part of a team that keeps things moving, keep reading — this could be your best career move yet.


Responsibilities:

Profitable Growth
The CSM needs to manage the planned margins/CV.

• Achieve the planned margins/CV

• Manage margins to identify improvements and execute on Margin Improvement Plans, by facilitating quarterly basis Contract reviews

• Develop action plans to fix if margins are missed

• Identify vendor insource opportunities

• Create and maintain service level agreements per customer for vendors

• Identify internal and external process improvements

• Achieve targets on Cost Per Maintained Unit On Rent according to operation plans (Long Term Lease).

World Class Customer Service
The CSM needs to manage the execution of the accounts.

• All rates are accurate and up to date in business applications, making sure the correct account is used

• Define and execute action plans from customer visits

• Create and maintain contracts, own actions to drive margins, improve service delivery & KPI’s

• Execute & maintain the Statement of Work

• Delinquency management & review with credit control as appropriate

• Execution of Asset Management related tasks

• Responsible for creating, analysing and delivering KPI dashboards during customer review meetings

The CSM needs to demonstrate understanding and drive improvements of customer satisfaction.

• Happy calls or monthly/quarterly visits for customers in portfolio

• Identify and drive operations improvements

• Complaint management - identify trends and improvements

• Credit notes trend analysis and improvements – drive credit notes to <1% of total invoices

Compliance Management

• Ensuring the business meets customer and legal legislation for servicing and Ministry of Transport test

• Ensure all service dates are accurate and up to date in business applications

• Ensure all paperwork is received and uploaded in business applications.

Leadership

The CSM is responsible to lead and coach the team and needs to be able to connect other departments in order to achieve mutual goals

• Ensure a personal development plan is created and follow up is ensured for team

• Facilitate team meetings dependent on needs where appropriate (weekly, monthly, quarterly)

• Facilitate two 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

• Manage balance between quality standards and budget restrictions. Actively seek opportunities for cost control through enhanced efficiency and process improvement. Manage budget, allocate resources accordingly, and document clearly and to required standard. Effectively utilise all data available to identify and improve key operational metrics

Whilst the above outlines the main duties of the post, the list is not exhaustive, and duties may need to change in the light of future developments or as directed by management and business needs.

Qualifications/Requirements:

• Relevant work experience with proven management experience

• Understanding of service level agreements and key performance indicators

Required Competencies

• Interpersonal Skills: Able to influence across business function with confidence and assertiveness - internal and external. Contributes actively to building relationships in the team, being effective in any team setting or role

• Negotiation Skills: Able to negotiate to achieve desired outcomes

• Customer Excellence: Creates and implements processes/solutions with customer viewpoint and impact in mind. Proactively communicates with customers and uses feedback to improve services, products and relationships

• Product & Services Knowledge: Understanding services and products and added value for the customer. Knowledge of the market, industry, innovations and new developments

• Process Knowledge: Challenge and improve business Standard Operation Procedures and innovate ideas to drive productivity

• Budget Management (P&L Skills): Deliver performance against targets and budget. Identify overruns/deviations against targets and budget

• Communication Skills: Convince internal and external customers on different levels regarding TIP’s added value in order to strengthen professional relationships. Excellent presentation skills. Communicate in an effective manner both orally and written

• Time Management: Able to multi-task through prioritising and organisation of tasks. Uses business systems to effectively manage the flow and storage of information. Uses business administration procedures and processes to complete all administrative requirements. Uses business IT systems efficiently to extract, analyse and record relevant data. Deliver priority management for the team. Identify ways to improve time management. Ensure all tasks are completed in a timely manner. Set deadlines & ensure deadlines are met. Able to delegate

• Analytical Skills: Identify and access different information resources effectively. Determine relevance of information and identify critical elements. Ability to interpret large amounts of information as well as complex or ambiguous information. Interpret data and draw conclusions within wider context. Able to think laterally about new or unusual information. Demonstrate reason and logic. Use analysis to inform decision making in an objective and professional manner

• Process & Change Management Improvement: Define, develop and improve/simplify internal and customer related processes by translating actual working methods into clear and realistic process maps. Identify and challenge bureaucratic/non-value added processes. Respond and initiate change in the workplace. Understand and accept the personal impact of change

• Leadership: Provide leadership for the team. Understand TIP’s strategic direction and the implication for the own area. Understand development requirements for people, process and structures to achieve objectives. Communicate direction effectively to staff; generate commitment and motivation. Demonstrate resilience and breadth of vision when implementing change. Ability to make decisions and respond to issues with an understanding of the strategic context. Able to make decisions based on clear understanding of challenges and processes, in order to reach rational business decision. Communicate decisions quickly and efficiently to all key constituents. Able to know when to escalate. Ability to give and receive feedback. Motivate self with the ability to energise others through clear and consistent message. Identify development opportunities for team

• Commercial acumen: Able to recognise proactively signals from customer to ensure TIP continues to deliver solutions for the customer. The ability to think clearly and make good commercial decisions, keeping in mind the business strategy.