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.