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.