Job Description
Scope: This Customer Service Manager role is responsible for delivering World Class Customer Service to the UK Tankers accounts. As well as being responsible for delivering excellent customer service the CSM is responsible for managing the maintenance budget (Operational Plan & Customer CV) and rebills. The Manager will work closely with the Customer Service Leader to achieve the set targets for the Customer Service Center (CSC).Responsibilities: Profitable GrowthThe Customer Service Manager needs to manage the planned margins/CV.Achieve the planned margins/CVManage 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 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).World Class Customer ServiceThe Customer Service Manager needs to manage the execution of the accounts.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 improvementsExecute & maintain Statement of Work.Delinquency management & review with credit control as appropriate.Execution of Asset Management related tasks.Responsible for weekly reporting on department KPI’s (including NPS, MY intelligence accuracy etc.).The Customer Service Manager needs to demonstrate understanding and drive improvements of customer satisfaction.Happy calls or monthly/quarterly visits for customers in portfolio.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 invoicesCompliance ManagementThe Customer Service Manager needs to ensure compliance.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.LeadershipThe Customer Service Manager 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 PDP is created and follow up is ensured for teamFacilitate team meetings depending on the need (weekly, monthly, quarterly)Facilitate 2 G&O / competency review meetings with direct reportsIdentify team training requirementsDevelop new opportunities to grow Assets Under ManagementResponsible for regular reporting on relevant data to other departments.Simplification & creativity through teamworkDeliver 2 new productivity or process improvementsQualificationsProven relevant work experience with a proven management experience.Understanding of Service Level Agreements and Key Performance IndicatorsRequired Competencies: Able to influence across business functions with confidence and assertiveness - internal and external. Contributes actively to building relationships in the team, being effective in any team setting or role.: Able to negotiate to achieve desired outcomes: 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.: Understanding services and products and added value for the customer. Knowledge of the market, industry, innovations and new developments.: Challenge and improve business Standard Operating Procedures and innovate ideas to drive productivity.: Delivers performance against targets and budget. Identifies overruns / deviations against targets and budget. Manages balance between quality standards and budget restrictions. Actively seeks opportunities for cost control through enhanced efficiency and process improvement. Manages budget and allocates resources accordingly, documents clearly and to required standard.Effectively utilizes all data available to identify and improve key operational metrics: convince internal and external customers on different levels regarding TIP’s added value in order to strengthen professional relationships. Excellent presentation skills. Communicates in an effective manner both oral and written.: Able to prioritize and organize tasks, so able to multi task. 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, analyze 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.: Identifies and accesses different information resources effectively. Determines relevance of information and identifies critical elements. Is able to interpret large amounts of information as well as complex or ambiguous information. Interprets data and draws conclusions within wider context. Is able to think laterally about new or unusual information. Demonstrates reason and logic. Uses analysis to inform decision making in an objective fashion.: able to define, develop and improve / simplify internal and customer related processes by translating the actual working methods into clear and realistic process maps. Identifies and challenges bureaucratic/non-value added processes. Responds and initiates change in the workplace. Understands and accepts the personal impact of change.: Providing leadership for the team. Understands TIP’s strategic direction and the implication for the own area. Understands development requirements for people, process and structures to achieve objectives. Communicates direction effectively to staff; generates commitment and motivation- Demonstrates resilience and breadth of vision when implementing change. Makes decisions and responds 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 decisions. Communicates decisions quickly and efficiently to all key constituents. Able to know when to escalate. Able to give & receive feedback. Motivates self and has the ability to energize others through a clear and consistent message. Identify development opportunities for team. able to recognize proactively signals from customer to ensure TIP continues to deliver solutions for the customer. The ability to think clearly and make good commercial decisions, with keeping in mind the business strategyWhilst 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.TIP Trailer Services employs staff at more than 70 locations and at more than 50 maintenance facilities throughout 16 European countries. Our employment opportunities are diverse and available at a variety of locations.TIP is an equal opportunity employer and values diversity in its workforce, encouraging applications from all qualified individuals.Hiring is subject to background checkInterested candidates should send their CV/EMS and cover letter to:Name: Les DunbarEmail: