Life in this role 

As part of our, Contract Logistics division, we have an exciting opportunity to join the team as a Customer Service Manager. 

The main purpose of the Customer Service Manager role is to plan, co-ordinate and control the activities of a service team to maintain and enhance customer / client relationships and meet organisational and operational objectives.

KEY ACCOUNTABILITIES:

• Manage, lead and direct the daily operations of your team.  Ensure team members understand and are equipped to undertake their roles to the best of their ability
• Develop and implement customer service policies and procedures.  Monitor and review team processes using customer / client feedback to implement change and make continuous improvements
• Plan and maintain the team budget through the control of resources and shift patterns
• Recruit, mentor and develop team members, nurturing an environment where they can excel through encouragement and empowerment – identify talent for future role
• Oversee all team activity making business critical decisions and handling complex escalated issues in order to maintain a high standard of client relationship
• Hold regular meetings with your team to discuss expectations and continuous improvements for them and the team
• Carry out monthly 1-2-1’s and appraisals – review performance and feedback on development areas and achievements if required
• Build and maintain strong relationships with internal and external stakeholders
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Maintain agreed KPI’s and report on performance and potential improvements
• Propose and implement business opportunities for growth and service improvements
• Liaise with company management to support and implement growth strategies