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Customer Solutions Team Manager

Job Posted: 15 days ago

Salary: £ Competitive
Job Type: Permanent
Location: Newcastle upon Tyne, Tyne & Wear

Expire in: 13 days

Job Description

Customer Solutions Team Manager

Full-time | Permanent | Newcastle Upon Tyne

Are you a people‑focused leader who thrives in a fast-paced, customer‑driven environment? We’re looking for a Customer Solutions Team Manager to lead a team of Site Solutions Coordinators, driving exceptional service, strong enquiry conversion, and commercial growth across all customer touchpoints.

Role Responsibilities

Customer Engagement & Transactional Sales

  * Provide expert advice to customers across all enquiry types.

  * Convert hire enquiries into confirmed orders while maintaining pricing discipline.

  * Deliver a consultative sales experience and promote added‑value items and sustainable alternatives.

  * Drive a first‑class customer experience at every touchpoint.

Team Leadership & Development

  * Lead, coach, and develop a high‑performing Customer Solutions team.

  * Foster a culture of ownership, responsiveness, and service excellence.

  * Conduct regular 1:1s, coaching, and performance reviews.

  * Ensure the team is knowledgeable and confident across the full product and service suite.

Process, Accuracy & Governance

  * Ensure accurate logging and processing of hires, off‑hires, amendments, and service issues.

  * Adhere to governance processes around pricing, availability, and service delivery.

  * Maintain up‑to‑date customer and hire records.

  * Support continuous improvement of processes, tools, and systems.

  * Identify and resolve service challenges to protect margin.

Performance & Commercial Accountability

  * Deliver against KPIs including response time, conversion, upselling/cross‑selling, CSAT, and accuracy.

  * Monitor team performance using dashboards and service metrics.

  * Analyse enquiry and service trends to inform improvements.

  * Work collaboratively with internal teams to ensure seamless fulfilment and customer care.

General & Manager Responsibilities

  * Comply with all company policies, procedures, and SHEQ directives.

  * Uphold company vision and values.

  * Lead, inspire, motivate, train, and develop team members.

  * Manage recruitment, onboarding, probation, absence, capability, and conduct.

  * Ensure adherence to health and safety legislation and company policies

Skills Required

  * Proven experience in a fast‑paced sales or customer service environment.

  * Product/hire knowledge desirable but not essential.

  * Experience managing teams to deliver commercial and service performance.

  * Commercial awareness including pricing discipline and margin control.

  * Excellent communication, empathy, and customer‑handling skills.

  * Strong organisational skills and resilience under pressure

Before You Apply

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Bank details.
National Insurance number.
Date of birth.

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