Customer Experience Director

1 week ago

Warrington, Warrington, United Kingdom Culina Group Full time

Company Overview

Culina Group is a leading provider of ambient transport and logistics services, serving top brands across the UK's consumer and retail sectors.

We pride ourselves on a winning culture, which has contributed to our company's continued success.

Job Summary

We are seeking a highly skilled Customer Service Lead Controller to join our team in Warrington on a full-time permanent basis.

The successful candidate will support the Customer Services Manager in developing and supervising a team to deliver exceptional customer service in a fast-paced environment.

Key Responsibilities

  • Support the Customer Service management team by providing seamless shift, holiday, and short notice cover as required.
  • Assist in the training and development of new and existing staff on all customer service procedures relevant to the CS department.
  • Possess excellent knowledge of all current customer service processes and procedures, as well as a good overall understanding of core business operational functions.
  • Work across different departments and ESL sites, requiring flexibility and providing ample opportunity to learn and develop new skills.
  • Regularly review all procedures and instructions to ensure they are current and reflect best practice, performing regular checks to monitor correct compliance, accuracy, and efficiency.
  • Participate in Systems Quality by proactively reviewing Company Operating Policies and Instructions, ensuring that all processes are current and reflect today's requirements for ways of working.

Requirements

  • GCSE grade 'C' or above in Maths and English
  • Equivalent of 5 GCSE grade 'C' or above
  • Good level of numeracy and literacy, together with a 'can do' attitude
  • High level of flexibility, commitment, and motivation
  • Able to use own initiative and capable of operating with limited supervision within fixed guidelines
  • Team orientated

Benefits

  • Competitive holiday entitlement
  • Pension scheme with a 5% employee contribution and 3% employer contribution
  • Life Assurance: 2 times annual salary
  • Wellness: Employee Assistance Programme providing confidential telephone counselling and legal information service
  • Eye Care Vouchers: substantial savings on eye tests and prescription glasses
  • Reward & Recognition: Employee of the month and year, special recognition, and long service awards
  • Everyday discounts: access to over 50 retailer discounts

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