Customer Service Manager

My client is a successful and expanding logistics specialist company, who is looking for an outstanding Customer Service Manager to join their team.

The Company:
My client is a rapidly growing business which provides flexible and cost-effective supply chain services for ambient and temperature-controlled products. They offer commitment to continuously deliver service excellence, combined with many years of experience, ensuring the very best logistics solutions possible.

My client is on a mission to become the UK's leading contract logistics business and we want you to come along for the ride. They've gone from being a small business to working with some of the UK's most respected and trusted brands, and our portfolio continues to grow year on year.

My client knows how to deliver exceptional service and so do our staff. Their rapid success and retention of both clients and employees is based on their 'Flexible. Respectful. Supportive. Mindful' approach, and these values are at the core of everything they do.

Role Function:
Due to expansion, we have created an exciting new role and are seeking a focused and dynamic Customer Service Manager to lead all aspects of our customer service operations.

As the Customer Service Manager, you will manage a team of 10 staff across multiple locations, operating 24 hours a day, 7 days a week. You will be responsible for the deliverance of excellent inbound and outbound customer service for the business, developing systems and processes to improve all aspects of the customer service journey and will implement continuous training programmes to enhance the development of the team and to maximise efficiency and development strategies.

This role requires strong leadership skills, exceptional organization, a problem-solving mindset, and the ability to manage relationships with various stakeholders, including suppliers, drivers, and internal departments. This role will be office-based, but you will be required to regularly travel to all operating sites across the UK.

Main Responsibilities:

1. Manage the day-to-day running of the customer service teams, providing support with inbound and outbound workload as required.
2. Develop customer service strategies aligned with company objectives.
3. Monitor key performance indicators (KPIs) within the customer service environment.
4. Work together with Operation Managers to ensure the customer service team is provided with the correct information and available resources for workload allocation.
5. Coordinate and resolve customer feedback with Operation Managers and other stakeholders, ensuring all complaints and issues are logged and actioned within agreed timeframes.
6. Operational issue resolution and escalation where required.
7. Lead, mentor, and develop the customer service team, providing regular training to improve customer service skills and contractual knowledge.
8. Produce training documentation and SOPs, ensuring documents are updated in line with relevant contractual changes within the business.
9. Collaborate with other departments and stakeholders to streamline workflows and implement system and process improvements.
10. Ensure customer reports are compiled and issued in line with customer expectations.
11. Analyze customer and internal data and feedback to implement improvements in processes and services.
12. Regular visits to company offices.
13. Conduct onboarding training with new staff members.
14. Assist in HR matters, such as staff rotas, holiday approvals, one-to-ones, staff recruitment, onboarding & offboarding processes, performance reviews, and other matters as required.

Requirements:

1. Minimum 2 years of experience in a customer service management role, preferably in logistics.
2. Proven track record of improving customer service and team performance.
3. Experience in using customer relationship management (CRM) systems and logistics software.
4. Proficiency in Microsoft Office Suite. Exceptional organizational skills, ability to use data effectively, and present information clearly.
5. Excellent analytical and problem-solving skills and the ability to work under pressure in a fast-paced environment.
6. Strong leadership and team management skills.
7. Excellent communication and interpersonal abilities.
8. Good record-keeping skills and a high level of attention to detail.
9. A “can do” positive attitude, promoting best practice and teamwork, always leading by example.
10. Act in accordance at all times with our company values - Flexible, Respectful, Supportive, Mindful.