Customer Service Manager

2 weeks ago


Alfreton, United Kingdom Logistica Professional Recruitment Full time

**The Company**

We are excited to be assisting a leading third-party logistics provider based in Derbyshire in recruiting an experienced Customer Service Manager for their organisation.

**The Role - Customer Service Manager**

The Customer Service Manager will have full accountability for customer retention, customer satisfaction, operational delivery of customer expectations and the uplift of existing relationships. You will be responsible for managing 2 small teams, whose missionit is to provide an exceptional client experience.

Responsibilities will include:

- To create a compelling and memorable Customer Experience with our business.
- Strategically lead, engage, motivate, and professionally develop the teams.
- Continuously improve decisions, actions, and experiences of the Customer.
- Take accountability for departmental budgets, resource, and evaluation of P&L
- Ensure all customer service KPI metrics.
- Identify areas for growth and upsell/cross-sell opportunities across the portfolio.
- Ensure full compliance to any regulatory and legal requirements.
- Project and change management.

**The Hours**

Monday - Friday, Days

40 hours per week
- 5+ Years in Customer Service management / leadership positions
- Experience in a logistics environment, ideally parcels or print is preferable.
- Have led teams in business-to-business customer retention and operational satisfaction.
- Change management experience - clearly demonstrated on CV.
- Exceptional verbal and written communication skills
- Confident presenter and public speaker.
- Proven customer management and/or relationship management experience
- Established track record of exceeding targets, KPI’s SLA’s, in a quality led, legislative compliant environment.
- Daily commutable to Alfreton



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