Job Description

Pickfords is an iconic British brand, moving excellence is our passion and we have been relocating families and businesses locally and across the world for over 350 years.

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We are seeking a dedicated and enthusiastic individual to join our Move Manager Team, with a passion for customer service and a desire to exceed our clients expectations.

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JOB PURPOSE:

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As a Move Manager, you will be the customer's main point of contact throughout their move, delivering excellent customer service and ensuring every move is managed smoothly from enquiry to completion.

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Working closely with colleagues across the business, you will coordinate each move, maintain accurate records, identify sales prospects and provide a seamless, stress-free experience for every customer.

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KEY RESPONSIBILITIES

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Be the customer's dedicated point of contact throughout their moving journey.
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Understand customer needs and deliver an outstanding customer experience.
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Identify opportunities to promote and upsell relevant products and services.
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Process customer documentation accurately and in line with company procedures and legal requirements.
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Manage customer enquiries, quotes, bookings and administration efficiently within agreed timescales.
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Deliver excellent customer service while achieving agreed KPIs and performance targets.
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Resolve customer queries and issues promptly and professionally.
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Build robust working relationships with colleagues and other departments to ensure moves run smoothly.
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Participate in team meetings, briefings and training, sharing ideas and best practice.
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Carry out any other duties appropriate to the role.
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KEY PERFORMANCE AREAS:

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Manage incoming calls and customer enquiries professionally and promptly.
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Maintain accurate and up-to-date customer records within the CRM system.
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Maximise enquiry to quote and booking through effective sales and customer service.
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Follow the three-call process to maximise sales opportunities and deliver excellent customer service.
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Process customer payments accurately in line with company procedures.
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Resolve customer queries and complaints efficiently.
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Deliver exceptional customer service that encourages positive feedback, online reviews and recommendations.
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Follow company policies, procedures and compliance standards to ensure a consistent, high-quality customer experience.
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🏢 Pickfords Move Management
📍 Tamworth