Sales & Customer Service Manager

About Us: Charles Trent Ltd is a family business with a rich history dating back to 1926. We have grown to become a market-leader in our industry, one of the largest vehicle breakers in the UK and are proud to be eBay’s largest seller of recycled parts in the country. Our innovative facility is the largest of its kind in Europe, enabling us to dismantle vehicles and produce high-quality recycled parts for next-day delivery. At Charles Trent Ltd, we prioritise creativity, technological advancement, and exceptional customer service.

Want to check us out? Visit https://www.youtube.com/watch?v=pnh1PRBQOPc&t=104s to see an in-depth walk-through of the business.

Role Overview: We are seeking a dynamic and people-focused manager to lead and inspire a sales customer services team. This role oversees our recycled parts sales operations through telephone and email channels, both B2B and B2C markets. The ideal candidate will be passionate about hitting targets and delivering exceptional results through coaching and developing team members, utilising technology to drive performance.

Location: Poole Site, BH12

Salary: Up to £42,500 pa

Working Hours: 37.5 per week

Working Pattern: Monday to Friday

Reporting to: Customer Service Director

Key Responsibilities:

• Day to day operational management of the sales and customer service function.
• Develop and execute sales strategies and initiatives to achieve revenue targets.
• Lead, manage, and develop a team of sales and customer service representatives to maximise their potential.
• Solve problems effectively and identify key areas for improvement.
• Create action plans to grow sales revenue, enhance customer satisfaction, retain existing customers and increase new business.
• Implement technology and AI tools to improve team efficiency and sales processes.
• Monitor, analyse, and report on sales and customer performance metrics.
• Foster a positive and collaborative team environment that aligns with company values.
• Drive customer satisfaction and own and enhance service levels using innovative solutions as required.

Reporting Structure: This role will report to the Customer Service Director and interact with other departments within the business such as Pricing, Innovation & Tech, Run & Test and Logistics.

Qualifications and Skills:

• At least 3 years of management experience in a fast-paced sales environment.
• Proven ability to meet and exceed revenue targets in a sales-driven environment.
• Strong leadership and people management skills with a focus on team development.
• Experience in utilising and implementing technology, including AI tools, to improve business performance.
• Excellent communication, organisational and strategic planning and delivery abilities.
• Enthusiastic, innovative, and results-oriented mindset.

What We Offer:

• Health Cash Plan (Health Shield): Reimbursement for everyday health costs (dental, opticians, physiotherapy) and access to gym discounts, wellness tools, and counselling services.
• Critical Illness Cover (Unum): Tax-free payment in case of defined medical conditions, with additional support services.
• Death in Service Benefit: Life insurance providing financial support for your family (3x your basic annual salary).
• Family Day: An additional day of holiday to celebrate special family occasions.
• Community Volunteer Day: An extra day to give back to the community through voluntary work.
• Be part of a family business with a strong culture of innovation and growth, offering opportunities to make a significant impact in the automotive recycling industry.

Work Environment: This is a full-time, in-office position based in Poole, Dorset. You will work in a collaborative and fast-paced environment with access to cutting-edge tools and resources.

Technology Tools and Systems: The current systems we use within the sales team are Pinnacle, an industry-based stock and sales management system, and Zendesk, which handles customer messages from eBay and our website. Zendesk also integrates with an AI tool to aid with customer service messages.

KPIs and Success Metrics: Success in this role will be measured by achieving revenue targets, team performance metrics, customer satisfaction scores, and the effective implementation of technological solutions.

Travel Requirements: This role may require occasional travel to meet with key clients or attend industry events.

Hiring Process: Our hiring process includes an initial phone interview and an in-person interview. We aim to make a hiring decision within 4 weeks of application.

Company Achievements:

We were recently named eBay’s largest recycled parts seller in the UK, showcasing our commitment to innovation and excellence.

Why Join Us? At Charles Trent, we are committed to our Vision, which is to be the Company of choice – for our people, our business partners, our customers and our communities. With a passion to be the best in our industry, we strive to innovate, set industry standards and deliver an exceptional experience. Fast approaching our 100th anniversary, a fantastic achievement in itself, we are proud of how far we have come and very excited for a bright, sustainable future.

Our greatest asset is the people we have in our business and we like nothing better than to reward great performance, commitment and loyalty with opportunities to grow, develop new skills and enjoy a fulfilling career with us. Numerous awards including our ‘Gold’ medal win in the Family Business category at the 2024 Poole Business Awards is a testament to how well this works in practice. Our one-of-a-kind facility and dedication to developing our own technology make us a market leader.

We’re looking for a driven individual who shares our passion for excellence and can help us continue to revolutionise the market for recycled vehicle parts.

How to Apply: If you’re ready to take on a leadership role in an established yet dynamic and innovative company, we’d love to hear from you! Apply now to join Charles Trent Ltd as our Sales & Customer Services Manager.