Sales and Customer Service Manager

Sales and Customer Service Manager

Salary: £35500 per annum (Plus Quarterly bonus of £1500)
Location: Chelmsford, Essex

Role Overview

We are recruiting on behalf of our client for a Sales and Customer Service Manager to oversee the Sales, Customer Service and Administration teams.

This is a key leadership role, responsible for ensuring excellent customer service, effective team performance and the smooth coordination of daily operations. You will manage team activity, support sales performance, oversee customer enquiries, resolve service issues and ensure staff and vehicle resources are allocated effectively to meet customer requirements.

The successful candidate will be a confident people manager with strong communication skills, a customer-focused approach and the ability to use data, processes and performance measures to drive improvements across the department.

Key Responsibilities for this Sales and Customer Service Manager role:

Sales Management

• Set and monitor sales performance targets in line with business targets, budgets and forecasts.
• Manage, coach and motivate the sales team to achieve agreed standards and targets.
• Support the recruitment, onboarding and development of sales team members.
• Conduct performance reviews and identify training requirements.
• Develop and improve sales processes, techniques and working practices.
• Maintain daily and weekly sales reports, including bookings, targets and conversion rates.
• Ensure prospect, customer and contract information is accurately recorded and maintained.
• Handle and resolve complaints or issues relating to the initial sales process.

Customer Service Management

• Oversee the Customer Service Team, ensuring inbound enquiries are handled professionally and in line with service standards.
• Ensure customers receive clear, helpful and timely support regarding hire and servicing requirements.
• Maintain effective communication with the Transport Team to resolve issues and support job completion.
• Review customer contact and identify any problems preventing service delivery.
• Work with the team to provide practical solutions and ensure issues are resolved promptly.
• Carry out customer satisfaction surveys and review feedback.
• Work closely with the Team Lead to shape daily activity and improve team performance.
• Report on KPIs, service levels and achievement against targets.
• Support additional duties and projects as reasonably required.

Team and Administration Management

• Manage, coach and develop the Administration Team.
• Support the recruitment and training of administration team members.
• Conduct regular reviews and develop training plans where required.
• Oversee day-to-day administration activity to ensure tasks are completed accurately and on time.
• Support the Commercial Business Manager with key account and business development queries.
• Assist with wider departmental projects and duties as required.

Skills and Experience Required for this Sales and Customer Service Manager role:

• Proven leadership experience with the ability to manage, motivate and develop a team.
• Strong communication skills with a professional, consultative and considerate approach.
• Experience setting targets, monitoring performance and driving improvement.
• Analytical and data-driven, with the ability to review information and identify appropriate actions.
• Able to develop and implement effective processes, procedures and operational frameworks.
• Customer-focused with a positive, proactive and “can-do” attitude.
• Adaptable and flexible, with the ability to respond well to changing priorities.

The Successful Candidate

The ideal candidate will be a confident and hands-on manager who enjoys developing people, improving processes and delivering a high standard of customer service. You will be comfortable working in a fast-paced environment, able to balance sales performance with operational service delivery and confident in supporting teams to achieve shared goals.