SF Recruitment are working with a business based in Coventry (CV5) who are looking for a Commercial Team Manager to join the team
£35,000
Hybrid - 2 days working from home after probation
Role:
This position plays a pivotal role in supporting the Head of Commercial Services in leading our Commercial Services Team. Striving to consistently offer the highest level of customer service, this position plays a key part in not only building strong relationships with current and new customers, but also in maintaining and supporting a strong customer experience strategy.
Managing a team of ten Customer Account Representatives, you will ensure adequate resource is in place daily, and play a fundamental part in individuals ongoing training and development through conducting regular one-to ones and performance monitoring.
Working in collaboration with our other departments daily is vital to ensure an efficient and effective service is achieved in what is a fast-paced market. You will not only build excellent external customer relationships, but also solid internal ones and will be working closely with our A/C Manager, Contracts, Service Centre, Quality and Transport teams.
You will consistently review our service offering to look for improvement opportunities across our systems, processes and procedures, as well as supporting the day-to-day account activities across the team and ensuring all are completed in line with agreed service levels.
Data is something that you will have a passion for, and daily analysis of reports and statistics form an essential part of this role.
As we continue to grow and develop our strategy, you will also support the implementation of digital service products into the team and provide ongoing feedback around these, including identifying potential further opportunities for further digitalisation
Key area: Team Management
Provide, monitor and record training activities for the Commercial Services
Team.
- Conduct regular team member performance reviews/one-to-ones
- Conduct audits to ensure completion and accuracy of data.
- Manage the complaints/query processes using appropriate software.
- Maintain appropriate resources within the team to deliver excellent customer service.
- Manage the day-to-day tasks, practices and behaviours of the team and ensure that a culture of continuous improvement is maintained.
- Building and maintaining employee engagement and strong team behaviours of teamworking, drive for achievement; communication; prioritising the customer and business awareness.
- Monitor and evaluate relationships and communications with customers, to ensure clarity and consistency.
- Ensure appropriate product, service and commercial contract expertise exists within the team through coaching and employee development.
- Work with the Head of Commercial Services to identify skills required within the team to inform recruitment activities.
- Identify gaps or areas for improvement in current procedures and work with colleagues to recommend potential solutions.
- Monitor and manage workflow in the team to allocate tasks accordingly.
- Assess the need for system improvements in collaboration with the team and wider business. Work with relevant stakeholders to develop and implement appropriate changes.
Abou you:
You will have 2-5 years' experience managing teams within a fast paced, and can demonstrate good commercial awareness. You must be a strong leader, with a proven track record of motivating a
team, in order to meet all departmental requirements and KPIs.
You will be proactive, highly motivated and adaptable to change. With strong communication skills, you will have the ability to build strong interdepartmental working relationships and gain cooperation for new processes.
You will be passionate about providing excellent customer service and you will have the ability to motivate a team in that pursuit. Our business is a data rich environment, and you will be comfortable with analysing and acting upon information to drive performance and cost reduction