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Alexanders Removals and Storage Ltd
,
London, Greater London
Senior Move Manager
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Job Type: Full-time |
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Salary: £30,000 per annum |
Overview
Job Description / Overview Alexanders is a fast-growing removals and storage company that strives to treat every customer as an individual and exceed their (moving and storage) expectations by understanding their needs, planning with excellence and delivering with care. This is an important customer service role where you will be part of a close-knit team of Move Managers, representing our service and working across our whole business with both domestic and commercial clients. You will be personally responsible for arranging and executing roughly 40 removals per month. You will also be keeping up relations and quoting for current clients who are offering repeat business. Key responsibilities of the role: The role will incorporate managing all aspects of a customer’s move, including 1) Writing up quotations and doing follow ups Working with the Surveyors you will be required to write up quotes and making follow up calls/writing follow up emails 2) Booking Confirmations / Administration and Customer Liaison Once the job is booked in you will start with an introductory phone-call and email and you will be fully responsible for the customer from this point onwards 3) Removal Preparation and Execution Making sure that all aspects of the removal is discussed with the customer and agreed internally, including: Arranging box deliveries and collections Raising invoice and taking payments Arranging parking by borough Liaising with the General Manager to ensure all crew and vehicle requirements will be met Inputting information onto Crew Sheets with instructions for the team Arranging extra services - pianos’ removal/hoists/handymen etc. 4) Assisting with Complaints And Queries (Post-Move) Sending follow up emails to customers, including settling outstanding balances and sending out review requests Monitoring customer Feedback Weekly tracker for customer reviews Gathering information from clients regarding insurance claims and provide to the General Manager Contesting parking tickets Cost centre analysis for worksheet to be completed for all complete moves 5) Storage Management Setting up initial storage access including accounting and invoicing Handling out of storage request, as and when required Main interactions: Internal General Manager Surveying team Sales Coordinators Operations & Warehouse Manager Foremen External Residential move customers Commercial move customers Suppliers and other representatives (e.g. council) Shipping companies Role Requirements Extensive customer service experience, with a real desire to keep customers happy Outstanding ability to manage quantities of administration Excellent attention to detail A self-motivated and driven individual, unflappable during busy times Exceptional time management skills, with the ability to prioritise workloads and meet deadlines Excellent verbal communication, presentation skills and writing proficiency Experience in the UK Domestic Removals market a bonus (but not a requirement) 2 years move manager experience would be desirable Prior experience of a CRM system such as Moveware is highly desireble Flexibility, in order to respond to changing business needs Willingness to engage, learn and share best practice across the team and organisation Making use of any previous contacts, leads for business etc. Hours Hours will be 9am - 6pm or 8am to 5pm, Monday to Friday with 1-hour lunch break. This could be subject to change/seasonal requirements Department Operations Reporting to: General Manager