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