Senior Move Manager

Full-time Permanent

Salary: Negotiable, depending on experience   

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 50 – 70 removals per month, at busy peridos. 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
  1. 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
  1. 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. Assisting with Complaints and Queries (Post-Move)
  • 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
  1. Storage Management
  • Setting up initial storage access including accounting and invoicing
  • Handling out of storage requests, as and when required
  1. Reports
  • Develop and maintain regular timely quality audits and reports for both external and internal inspections
  • Maintain accurate submissions of information to support financial management accounts and KPI’s to include correct statements
  • Deliver annual budgeted sales, gross profit, and net profit targets and analyse gross margin (%) performance
  1. Other
  • To manage staff training/development as and when required
  • Responsible for the effective and efficient delivery of services provided
  • To be aware of industry trends and innovations and implement them where possible

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 MoveWare 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
  • At least 5 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.
  • Take a leadership role across all business activities and when representing the division externayll and internally

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