Customer Service Manager

To lead and supervise the customer services team within a fast-paced haulage/logistics environment, ensuring high levels of customer satisfaction, efficient issue resolution, and seamless coordination between customers, drivers, planners, and operational teams. The role is responsible for driving service excellence, improving processes, and maintaining strong customer relationships. 

Team Leadership & Supervision 

• Supervise and support the customer services team. 
• Allocate workloads, monitor performance, and ensure service levels are   met. 
• Provide coaching, training, and development to team members. 
• Conduct performance reviews and manage absence, disciplinary, and HR-related matters. 

Customer Service Excellence 

• Act as the senior escalation point for customer queries, complaints, and service issues. 
• Ensure timely and professional communication with customers regarding deliveries, delays, and service updates. 
• Maintain high standards of customer satisfaction and retention. 
• Build and maintain strong relationships with key clients. 

Operational Coordination 

• Liaise closely with transport planners to ensure smooth operations. 
• Monitor delivery schedules and proactively manage potential disruptions. 
• Ensure accurate and timely updates are communicated internally and externally. 

Performance & KPI Management 

• Monitor and report on key performance indicators (KPIs) such as delivery performance, response times, and customer satisfaction. 
• Identify trends and implement improvements to enhance service delivery. 
• Ensure team adherence to company policies, procedures, and service standards. 

Process Improvement 

• Review existing processes and identify opportunities to improve efficiency and customer experience. 
• Support implementation of new systems, tools, or procedures. 
• Drive continuous improvement initiatives. 

Compliance & Administration 

• Ensure compliance with company policies, and industry standards. 
• Maintain accurate records of customer interactions, complaints, and resolutions. 
• Prepare reports and documentation as required. 
• To work closely with peers to ensure rating is completed accurately and efficiently

Essential Skills & Experience 

• Proven experience in a customer service supervisory role within haulage, transport, or logistics. 
• Strong understanding of transport operations and logistics processes. 
• Excellent communication and interpersonal skills. 
• Strong problem-solving and decision-making ability. 
• Experience managing and developing teams. 
• Ability to work under pressure in a fast-paced environment. 

Desirable Skills & Experience 

• Experience with transport management systems (TOPS). 
• Knowledge of UK transport regulations. 
• Experience handling key account customers. 

Key Competencies 

• Leadership and team management 
• Customer focus and service excellence 
• Organisation and time management 
• Attention to detail 
• Conflict resolution 
• Resilience and adaptability 
• The ability to work in a fast paced environment
• Proficient with Microsoft applications

Working Hours 

• 40 hours per week between the hours of 0730 – 1730 Monday to Friday, with flexibility required to meet operational needs

Salary & Benefits 

• The chance to join a forward-thinking Company who have prided themselves on service and reputation since their inception in 1997
• Competitive salary
• 20 days holiday which increases with length of service, up to 25 days
• Life assurance from day one
• Free 24-hour employee assistance program
• Free health & wellbeing subscription
• Dress for your work day policy
• Your birthday off after successful completion of your probation

NO AGENCIES PLEASE