Regional Customer Service Manager

2 weeks ago

Birmingham, United Kingdom Culina Logistics Full time
Job Title: Regional Customer Service Supervisor

Culina Logistics is seeking a highly skilled and experienced Regional Customer Service Supervisor to join our team in Market Drayton. As a key member of our customer service team, you will be responsible for driving high performance, developing and supervising team members, and providing an excellent customer service experience to our clients and customers.

Key Responsibilities:
  • Provide leadership and direction to the customer service department
  • Conduct quantitative and qualitative analysis of tasks within the department to gather insights and make recommendations for improvements
  • Plan and maintain departmental budget, controlling resources and utilizing shift patterns to achieve set targets
  • Develop and maintain strong internal and external relationships, encouraging team members to do the same
  • Responsible for planning, organizing, and directing the completion of projects
  • Monitor progress and escalate any risks to senior management teams
  • Support IT changes requested by internal and external stakeholders
  • Ensure the department operates in accordance with the company's policies and procedures
  • Comply with responsibilities laid down in the Group's Health and Safety Policy to ensure a safe environment within the department
  • Work alongside L&D to enable employees to deliver their objectives to an exceptional standard and increase awareness of their role and importance in the wider supply chain
  • Ensure central attendance at key customer reviews and support the production of bespoke and accurate KPI packs
  • Onboard new business into the CLL network via structured project management
  • Influence and motivate the team, providing a positive attitude and leading by example
  • Identify opportunities for succession planning for individuals within the customer service team
  • Support the responsibilities in the absence of a departmental manager
  • Maintain timekeeping and personnel records, ensuring supervisors have adequate cover across all shifts
  • Attend client reviews, supporting the dedicated supervisor to ensure they are confident in their area
  • Support the process of recruitment, mentor, and develop team members through personal development plans, creating an environment where they can excel through encouragement and empowerment
  • Identify talent for future roles and succession planning
  • Support the customer service managers with insurance claim investigations
Requirements:
  • Previous experience of leading and motivating a team to achieve best performance in order to meet the company's needs
  • Helps identify and promote continuous improvement
  • Comprehensive understanding of the end-to-end internal and external system flows
  • Project management skills
  • Exceptional communication skills, capable of tailoring messages for different audiences, bringing out complex concepts in a simple, unambiguous, understandable, and convincing manner
  • Ability to think creatively and have the ability to multi-task and operate effectively under pressure
  • Negotiating skills with an ability to influence and steer
  • Meeting budget expectations
  • Possess strong problem-solving and decision-making skills
  • Approachable, reliable, and possess leadership skills
Additional Information:

Culina Logistics is committed to employee development and recognizing success for hard-working performers. We offer a wide range of benefits, including annual leave, pension scheme, life assurance, wellness, eye care vouchers, reward and recognition, and everyday discounts.

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