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.
Act as the
primary focal point on all aspects of customer service, to ensure the
organisation delivers first class customer services to all customers.
manage the Customer Service Team to build the service
in developing the customer service strategy
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.
management responsibilities in respect of the customer services team including
training and development, appraisals, discipline, performance issues and other
methods for collecting data from in-house performance measurement tools and
promote the use of this data to improve services for the business.
present statistical reports on the above data for your manager and Senior
manager as required.
deliver the ‘Customer Service Model’ training and development for all
protocols and standards to support the businesses and ensure the ongoing
development of the service.
review all standard operating procedures and processes to ensure that these are
well documented and best practice is delivered to the customer on every
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
Customer Services Manager you will have had the following experience:
managing an innovative service in a customer service orientated environment.
Track record of
improving and delivering services to high standards against KPI’s
developing a forward-facing service including development of staff, service
level agreements and customer satisfaction models.
managing a team and customer relationships within a large organisation.
Knowledge of data
analysis and presentation in report and presentation format.
designing and delivering training to a variety of recipients, whose needs
differ across the organisation
budgetary management processes.
Able to view and
understand the ‘big picture’ and therefore able to relate this to the team.
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
Apply now for
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