Full-time Permanent
Salary: £30,000 – £35,000 (Inclusive of commissions) 

Job Description / Overview 

Alexanders is fast-growing removal and storage company that strives to treat every customer as an individual and exceed their (moving and storage) expectations by understanding their needs, planning with excellence, and delivering with care. 

This is an important customer service role where you will be part of a close-knit team of Move Managers, representing our service and working across our whole business with both domestic and commercial clients. You will be personally responsible for arranging and executing roughly 40 removals per month. You will also be keeping up relations and quoting for current clients who are offering repeat business. 

Key responsibilities of the role: 

The role will incorporate managing all aspects of a customer’s move, including: 

1. Writing up quotations and doing follow-ups

  • Working with the Surveyors you will be required to write up quotes and making follow-up calls/write follow up emails 

2. Booking Confirmations / Administration and Customer Liaison

  • Once the job is booked in you will start with an introductory phone call and email and you will be fully responsible for the customer from this point onwards

 3. Removal Preparation and Execution 

  • Making sure that all aspects of the removal is discussed with the customer and agreed upon internally, including:

➢  Arranging box deliveries and collections

➢  Raising invoices and taking payments

➢  Arranging parking by borough

➢  Liaising with the General Manager to ensure all crew and vehicle requirements
will be met

➢  Inputting information onto Crew Sheets with instructions for the team

➢ Arranging extra services – pianos’ removal/hoists/handymen etc. 

  1. 4. Assisting with Complaints and Queries (Post-Move)
  2. Storage Management
  • Sending follow-up emails to customers, including settling outstanding balances and sending out review requests
  • Monitoring customer Feedback
  • Weekly tracker for customer reviews
  • Gathering information from clients regarding insurance claims and provide to the
    General Manager
  • Contesting parking tickets
  • Cost center analysis for a worksheet to be completed for all complete moves
  • Setting up initial storage access including accounting and invoicing
  • Handling out of storage requests, as and when required 

Main interactions: 

Internal

  • General Manager
  • Surveying team
  • Sales Coordinators
  • Operations & Warehouse Manager
  • Foremen 

External

  • Residential move customers Commercial move customers
  • Suppliers and other representatives (e.g. council)
  • Shipping companies 

Role Requirements 

  • Extensive Move Wear experience
  • Business development experience particularly in the luxury/brand sector
  • Extensive customer service experience, with a real desire to keep customers happy
  • Outstanding ability to manage quantities of administration
  • Excellent attention to detail
  • A self-motivated and driven individual, unflappable during busy times
  • Exceptional time management skills, with the ability to prioritise workloads and meet
    deadlines
  • Excellent verbal communication, presentation skills, and writing proficiency
  • Experience in the UK Domestic Removals market is a bonus (but not a requirement)
  • Prior experience with a CRM system such as Moveware is highly desirable
  • 2 years of move manager experience would be desirable
  • Flexibility, in order to respond to changing business needs
  • Willingness to engage, learn and share best practices across the team and organisation
  • Making use of any previous contacts, leads for business, etc.

Hours 

Hours will be 9 am – 6 pm or 8 am to 5 pm, Monday to Friday with a 1-hour lunch break. This could be subject to change/seasonal requirements 

Department 

Operations 

Reporting to: 

General Manager 

Location 

Unit 1 Chase Road Trading Estate, 51 Chase Road, North Acton, London, NW10 6LG To be moved to Unit 3 Communication Park, Steying Way, Hounslow. TW4 6DL 

To apply for this job email your details to karen@alexandersgroup.co.uk