Customer Relations Manager
- Day Rate: £387.79 PAYE to £600 (Umbrella) for right candidate
- Location: Sidcup, DA15
- Job Type: Temporary (Ongoing), Hybrid (3 days a week in office)
We are looking for a Customer Relations Manager to oversee our fleet services, ensuring operational demands are met and London is kept safe through efficient and cost-effective fleet management. The fleet includes 5000 vehicles, 1000 pedal cycles, and 25 marine vessels, which are essential for operational policing. The role involves lifecycle management of the fleet and leading a team to enhance overall operations.
Day-to-day of the role:
- Act as a business partner for Fleet Services, championing customer groups and ensuring top-notch customer engagement.
- Lead collaborations and chair working groups to identify and implement service improvements.
- Bridge the gap between current and future states for asset replacement planning and demand planning with customer groups.
- Drive the transition to hybrid and electric fleets in line with the Net Zero strategy.
- Engage with senior officers and staff to establish short-term customer demand and balance it within territories.
- Deliver functional performance improvements and contribute to the overall enhancement of Fleet Services.
- Ensure compliance with health and safety and COSHH obligations.
- Deliver targets and report on KPIs, translating customer demand into deliverable work schemes.
- Manage budgets and resources to provide effective support to front-line user groups.
- Develop and maintain relationships with senior stakeholders.
- Monitor fleet trends and developments to keep the service industry-leading.
- Collect and analyse performance data, championing continuous improvement.
- Manage response plans for surge demand and unplanned events.
- Provide an inclusive and innovative team environment, evaluate staff performance, and organise training.
- Support ad hoc projects and initiatives across Fleet Services.
Required Skills & Qualifications:
- Knowledge of functional activities and priorities within a Public Sector or complex organisation.
- Understanding of customer support functions in asset availability management.
- Ability to manage customer expectations and balance supply and demand constraints.
- Experience in managing complex operations and organisational structures.
- Negotiation skills and the ability to find win-win solutions.
- Excellent oral and written communication skills.
- Experience in delivering business change and interpreting complex data sets.
- Proven experience in managing customer relationships at senior levels and service delivery teams.
- Experience in ensuring compliance with controls and processes.
- Level 5 qualification (ILM L5, HND or similar) in a numerate business, management or related field, or equivalent experience.
Additional Information:
- The role holder will be required to be vetted to CTC level.
- This role supports hybrid working, with the ability to travel across London and occasionally outside.
- The role is initially for 6 months, with the possibility of extension depending on business needs and candidate suitability.
To apply for this Customer Relations Manager position, please submit your CV and cover letter detailing your relevant experience and why you are interested in this role.