Speedy Desk Manager

at  Nixon hire

We are recruiting for a Desk Manager to cover maternity leave, based at our Speedy Office, Haydock.

• Management of all staff, monitoring performance and activity
• Motivating and leading the regional team to achieve and exceed targets
• Ensuring that all team members are responding to enquiries from all avenues in a timely manner.
• Offer guidance, supervision and direction to your team members to ensure service delivery.
• Ensuring that team members are always offering an efficient, knowledgeable and courteous service to customers.
• Ensuring that each enquiry potential is maximised by team members achieving the best possible rates for all aspects of the enquiry, whilst ensuring each transactions profit is maximised.
• Ensuring that all quoted enquiries that have not been responded to by the customer are followed up in a timely manner and reviewed where not successful.
• Ensuring that team members are completing transactions fully on the system and are detailing all required delivery and service level instructions to ensure successful delivery of equipment or service. Further ensuring that all transactions are completed as per company procedures.
• Ensuring that team member’s communications with the customer, depot and transport teams are fluid until successful delivery of equipment or service. Further ensuring that team members are obtaining feedback from the customer post-delivery of equipment or service. Managing any escalations accordingly.
• Utilising Company resources and tools to asses team performance, holding one-to-ones with team members on a regular basis for continuous performance improvements
• Ensure that the Speedy Dashboard is kept up to date in line with the Speedy processes and Service Levels
• Ensure that the Nixon Hire Dashboard is kept up to date in line with the Nixon Hire Service Levels
• Ensure that all invoice queries on both Nixon Hire and Speedy system are investigated thoroughly prior to issuing a credit, where possible identifying process improvements to avoid repeat
• Working closely with the Group Hire Manager to develop strategies for business generation from the Speedy Account
• Ensure regular communication with Depot Management to maintain working relationships and to ensure smooth transition of requests for hire and services.
• Attendance to Hire & Sales meetings with other regional Hire & Sales Managers, Customer Services Manager & Transport Manager to discuss performance, issues and solutions moving forward.
• Ensure regular communication with the Company Credit Control team ensuring that customer accounts are maintained, and customers are not being provided with equipment or services where their account is in arrears.
• Ensure training and development opportunities for your team to develop sales technique and product knowledge.
• Manage recruitment for the desk alongside the Regional Customer Excellence Manager in line with HR processes.
• Where required attending customer meetings alongside Sales team.