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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.