This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
As the Customer Solutions Team Manager, you will lead the front-line by managing our team of Site Solutions Coordinators (Sales Advisors) that oversee our hire enquiries from our customers across all sectors. You will manage a team responsible for handling hire enquiries, ensuring right first-time service, commercial discipline, and a consultative approach to every interaction. You will play a pivotal role in driving enquiry conversion, building revenue and growth through identifying value-add opportunities that support our strategy.
Key Responsibilities
Customer Engagement & Transactional Sales – The Team
Managing a team of Site Solutions Coordinators (Sales Advisors) that oversee all hire and quote enquiries via phone, email, and digital channels.
Provide expert advice to customers of all enquiry types, ensuring a consistent and solution-led response.
Convert hire enquiries into confirmed orders while maintaining commercial and pricing discipline.
Deliver a consultative sales experience, promoting added-value items and sustainable alternatives.
Drive a first-class customer experience at every touchpoint, supporting strong CSAT performance.
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 to support development.
Ensure the team is knowledgeable and confident in advising on the full suite of products and services.
Process, Accuracy & Governance
Ensure accurate logging and processing of hires.
Adhere to internal governance processes around pricing, availability, and service delivery.
Maintain up-to-date customer and hire records in the hire management system.
Support the rollout and continuous improvement of processes, tools, and systems.
Performance & Commercial Accountability
Deliver against KPIs include response time, conversion rates, upselling/cross selling, CSAT, and accuracy.
Monitor team performance using live dashboards and service metrics.
Analyse enquiry and service trends to inform initiative-taking improvements.
Work collaboratively with Service Solutions, Operations, and Service teams to ensure seamless fulfilment and customer care.
General
Comply with all company policies and procedures.
Always uphold the company vision & values.
Comply and adhere to all SHEQ directives and processes.
Perform any other reasonable duties as requested.
Manager Responsibilities
Create a positive & motivated work environment by leading, inspiring, motivating, training, and developing your team members to achieve exceptional standards and results.
Build and maintain a workplace culture that supports wellbeing and promotes and facilitates a range of wellbeing initiatives that support and educate your team.
Management of recruitment, onboarding, probation, absence, capability, and conduct in line with company policies.
Manage team performance, both development and underperformance in line with company policies.
Ensure your team are adherent to health and safety legislation and company policies.
Skills & Experience Required
Proven experience in a fast-paced sales, or customer service environment.
Product/Hire knowledge is desirable but not required.
History of managing teams to deliver both commercial and service performance.
Commercial awareness with understanding of pricing discipline and margin control.
Excellent communication, empathy, and customer-handling skills.
Strong organisational skills and resilience under pressure.
What Success Looks Like
Consistently high enquiry conversion and accurate order processing.
A responsive, knowledgeable team delivering outstanding results.
Tangible contribution to revenue, margin growth, and CSAT uplift.
Clear ownership and seamless collaboration across the hire journey.
What's in it for you!
25 Days Annual Leave plus Bank Holidays (Increasing with length of service)
Workplace Pension Scheme
Life Assurance Scheme
Colleague Benefits!
Employee Assistance Program
High Street Discount Vouchers
Discounted Gym Membership
Health & Wellbeing Discount Vouchers
Cycle to Work & Home & Tech Scheme Benefits
Milestone Birthdays Additional leave
Work Anniversary Bonus’s
Refer a Friend Scheme
The Company
Nixon Hire is a leading provider of site accommodation, welfare facilities, plant, portable toilets and solar solutions to hire.
Our vision is to provide outstanding service from exceptional people to ensure we are always first choice.
The Benefits
25 Days Holiday plus Bank Holidays
Enhanced Workplace Pension
Life Assurance
Employee Assistance Programme
Reward and Recognition Programme
Milestone Birthday – Extra Day Off
MyActiveDiscounts - Discounted Gym, Fitness and Travel
Charity Match Funding
The Values
Providing Outstanding Customer Service
We invest in our people and implement processes to allow us to deliver first class service to our customers.
Offering Products Customers Value
We ensure our products are always the best the marketplace has to offer and meet our customers' changing needs.
Being An Industry Leader In Innovation
For over 57 years Nixon Hire have embraced change, invested in technology and pioneered products which benefit our customers and the environment.
You have already applied for this vacancy, please go to your account to see your progress.
Privacy Policy
John Nixon LtdPrivacy Statement
The following explains how we John Nixon Ltd (Controllers) intend to use the information you provide in your application, along with your rights, our reasons for requesting it and who will have access to it.
As defined by the General Data Protection Regulation (GDPR) John Nixon Ltd is the Data Controller and ultimately responsible for ensuring the data you provide is kept secure, processed correctly and that you understand your legal rights in relation to the data you provide.
The recruitment software we use via this website is supplied by IRIS Software Group Limited and they are defined as a Data Processor under the GDPR. They will only process your data in accordance with our instructions.
IRIS can be contacted at: 4th Floor Heathrow Approach, 470 London Road, Slough, England, SL3 8QY
For Data Protection enquiries, please contact the Help Desk at support@networxrecruitment.com
What information do we collect from you?
We collect information that is specifically provided by you as part of an application process. We will collect the following (but not limited to):
Name, address, email, telephone number
CV (if applicable)
Equal opportunities monitoring information (defined as special categories data) - this information is purely for statistical analysis and monitoring purposes
Answers to application questions
Any other information you wish to provide in support of your application
We are using Contract as our legal basis for processing, which means we can use your details and information so that we may assess your suitability for employment with us, as well as carry out our statistical analysis of recruitment.
Why do we collect this information and who do we share it with?
Details you provide in this application:
Will be held on our computer systems and may be downloaded by us
Will be used to deal with your application
Will be made available to us and our processors
Will be used for communication with you regarding the vacancy
Will be used to satisfy legal requirements
Will be used for statistical analysis
Will be held and may be used to contact you about other vacancies
We will store your application data for 13 months after the vacancy has closed. After this period, it will be fully anonymised.
We use some automated screening tools as part of this application process. The answers you provide to one or more of the questions (excluding any special categories/equal opportunity questions) may result in your application being automatically declined. This technology is used to help us manage the high volume of applications we receive and can assure applicants the same outcome would occur if we manually reviewed your application. The reason for the decline will be made available to you in your candidate account.
How can I access the information you hold about me? Your rights
We are dedicated to providing reasonable access to visitors who wish to review the personal information retained when they apply via our website site and correct any inaccuracies it may contain. If you choose to register, you may access your profile, correct and update your details, or withdraw your details at any time. To do this, you can access your personal profile by using the secure login. In all cases we will treat requests to access information or change information in accordance with applicable legal requirements.
You have the following rights in relation to the way in which we deal with your personal data:
the right of erasure or to be forgotten
the right to rectification if information is inaccurate or out of date
the right of data portability (to obtain and reuse your personal data)
the right to object to networx and the controller and processors handling of your personal data
the right to withdraw your consent with regards to the handling of your personal data
you have the right to ask for a copy of the information we hold about you (Subject Access Request - S.A.R)
You have the right to lodge a complaint with a supervisory authority - the ICO
Within your candidate account, you can also use the Download Data feature to generate an XML file of the current data we hold on you that you have provided and/or have access to within the account.
Where you exercise your right to object or withdraw your consent we may process your personal data without your knowledge or consent where we are permitted or required by law or regulatory requirements to do so. In such a case, we will not process more personal data than is required under the circumstances.
If you are not satisfied by our actions, you can seek recourse through our internal complaints procedure. If you remain dissatisfied, you have the right to refer the matter to the Information Commissioner (www.ico.org.uk) or seek recourse through the courts.
John Nixon Ltd can exercise the right to update this policy as and when required.
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