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Ref: AF-CSMLocation: South EastDate: 12/07/2018  send to a friend
Up to £35k  apply now

Customer Service Manager
Up to £35k


Our client is a major Road Haulier specialising in Air Freight and due to superb growth and an increase in volume through existing and new contracts, we are delighted to assist them in their search for a Customer Service Manager at their site near Heathrow to help drive their business forwards. Reporting into the Operations Manager, this role will be responsible for the operational leadership, coordination and management of the customer service team, overseeing the transformation and development required to ensure the customers receive optimum satisfaction at all times.


Key Responsibilities:

·         Act as the primary focal point on all aspects of customer service, to ensure the organisation delivers first class customer services to all customers.

·         Develop and manage the Customer Service Team to build the service

·         Be instrumental in developing the customer service strategy

·         Provide innovative leadership, direction, development and support to the staff working within the customer service team to help the business achieve tangible improvements to how it supports internal and external customers.

·         Undertake management responsibilities in respect of the customer services team including training and development, appraisals, discipline, performance issues and other delegated responsibilities.

·         Develop effective methods for collecting data from in-house performance measurement tools and promote the use of this data to improve services for the business.

·         Compile and present statistical reports on the above data for your manager and Senior manager as required.

·         Design and deliver the ‘Customer Service Model’ training and development for all customers.

·         Develop policies, protocols and standards to support the businesses and ensure the ongoing development of the service.

·         Continuously review all standard operating procedures and processes to ensure that these are well documented and best practice is delivered to the customer on every occasion.

·         Manage assigned budgets in accordance with financial and contract procedure rules.

·         Be the key driver in setting the tone, standards and ethos of customer services across the organisation.


As Customer Services Manager you will have had the following experience:

·         Experience of managing an innovative service in a customer service orientated environment.

·         Track record of improving and delivering services to high standards against KPI’s

·         Experience of developing a forward-facing service including development of staff, service level agreements and customer satisfaction models.

·         Experience of managing a team and customer relationships within a large organisation.

·         Knowledge of data analysis and presentation in report and presentation format.

·         Experience of designing and delivering training to a variety of recipients, whose needs differ across the organisation

·         Understanding of budgetary management processes.

·         Able to view and understand the ‘big picture’ and therefore able to relate this to the team.

·         Strong relationship management skills and ability to build strong relationship networks of internal and external people


This is truly an outstanding opportunity to make your mark in a leading industry player, with a key objective being continuous improvement, specifically in people, process and growth.  


Apply now for immediate consideration!

Note re GDPR rules & CV retention:

We take your data & privacy seriously. We may retain your details on the basis of legitimate interest & in accordance with GDPR rules. We will only use your email address & contact details to inform you about related job opportunities, industry news & general advice around the recruiting process. Our wider GDPR privacy policy can be accessed herehttp://www.strive.co.uk/privacy_gdpr.asp 




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Location map  Suite 2,
Beckwith House,
1 Wellington Road North,
T: 0161 477 7555
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Strive Supply Chain Services Ltd is a limited company registeredin England No 08745109.
Whose registered office address is Strive Supply Chain Services Ltd, 683-693 Wilmslow Road, Didsbury, Manchester, M20 6RE

Location map  Stable Cottage,
The Wyastone Business Park,
Wyastone Leys, Monmouth, NP25 3SR
T: 01633 980 445
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