Customer Service Manager

Are you an experienced Customer Service Manager looking to move into a newly created role and make it your own?

Our client is a rapidly expanding logistics company committed to delivering exceptional service and innovative supply chain solutions. They are on a mission to become the UK’s leading contracts logistics business. They are recruiting for the newly created role of Customer Service Manager to oversee a team of 10 Customer Service agents who work 24 hours per day, 365 days per year.

Day-to-day of the role:

• Manage the daily operations of the customer service teams across multiple locations, operating 24/7.
• Develop and implement customer service strategies that align with company objectives.
• Monitor and report on key performance indicators (KPIs) within the customer service environment.
• Collaborate with Operation Managers to ensure effective information flow and resource allocation for the customer service team.
• Coordinate with various stakeholders to resolve customer feedback, ensuring all complaints and issues are logged and addressed within agreed timeframes.
• Lead, mentor, and develop the customer service team, providing regular training to enhance skills and knowledge of contractual obligations.
• Produce and update training documentation and Standard Operating Procedures (SOPs) in line with business changes.
• Streamline workflows and implement system and process improvements in collaboration with other departments.
• Compile and issue customer reports in line with expectations and analyse customer and internal data to drive service improvements.
• Conduct regular site visits and manage onboarding training for new staff members.
• Assist in HR matters including staff rotas, holiday approvals, recruitment, onboarding, performance reviews, and other related tasks.

Required Skills & Qualifications:

• Minimum 2 years of experience in a customer service management role, preferably within the logistics sector.
• Demonstrated ability to improve customer service and team performance.
• Proficient in using CRM systems and logistics software.
• Strong organisational skills with the ability to effectively use data and present information clearly.
• Excellent analytical and problem-solving skills, capable of working under pressure in a fast-paced environment.
• Proven leadership and team management abilities.
• Exceptional communication and interpersonal skills.
• Meticulous record-keeping and a high level of attention to detail.
• A proactive “can do” attitude, promoting best practices and teamwork, always leading by example.
• Commitment to the company values – Flexible, Respectful, Supportive, Mindful.

Benefits:

• Opportunity to work in a dynamic and growing company.
• Chance to lead and develop a diverse team in a supportive environment.
• Regular opportunities for professional development and training.

This role will require weekly travel to the Sunbury on Thames site and some out of hours working and is 100% office based.

If this sounds like it could be your next opportunity, please apply and I will call you to discuss in more detail.