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Head of Customer Experience
2 months ago
Logistics UK is a leading business group in the UK, representing the entire industry with members from the road, rail, sea, and air industries, as well as the buyers of freight services such as retailers and manufacturers whose businesses depend on the efficient movement of goods.
An effective supply chain is vital to the success of Logistics UK, directly impacting over 7 million people employed in making, selling and moving the goods that affect everyone everywhere. With Brexit, technology and other disruptive forces driving changes in the way goods move across borders and through the supply chain, logistics has never been more important to UK PLC.
Job SummaryThe role involves leading, managing, and developing Logistics UK's Customer Service function and a mixed office and remote-based Account Management team to drive growth in line with Logistics UK's strategy. The focus will be on delivering high-quality service to both specified members and transactional customers. In addition, the role supports the Commercial Director in achieving targeted sales revenue. A key responsibility includes understanding the competitive landscape and collaborating with department leads to evolve, develop, or retire services, ensuring efficient service levels, continued market relevance, and modernisation.
This position is based in Logistics UK's Head Office.
Responsibilities- Line Management:
- Lead and inspire the Customer Service and Account Management teams, driving engagement and consistently exceeding key business targets.
- Cultivate a positive, dynamic, and forward-thinking team culture that energises the team, attracting and retaining top talent.
- Ensure the team consistently delivers exceptional, high-quality service that exceeds customer expectations.
- Oversee the smooth day-to-day operations of the Customer Service team, ensuring efficiency and effectiveness.
- Create and implement impactful coaching and training plans that empower the team to grow and thrive.
- Other Duties & Responsibilities:
- Act as the key escalation point for all customer issues and complaints, ensuring swift resolution in line with Logistics UK policies.
- Drive growth by hitting sales targets, setting budgets, and creating a clear, actionable path to success.
- Build strong partnerships with key stakeholders at all levels, contributing to the execution of Logistics UK's strategic objectives.
- Foster long-lasting customer relationships by analysing engagement and driving exceptional customer experiences.
- Track and measure customer satisfaction targets, using insights for monthly KPI reporting and performance improvement.
- Anticipate and understand evolving customer needs, helping shape Logistics UK's modernisation and change strategy.
- Partner with other business units to create a unified, integrated approach across the organisation.
- Contribute fresh ideas as part of the Senior Leadership Team.
- Experience within a Customer Service Management or Sales Manager position.
- Clear track record of target achievement in previous positions.
- Previous working knowledge of CRM systems is a plus.
- Proficient in Microsoft suite: Excel, PowerPoint and desirable but not essential MS Dynamics.
- Articulate with strong communication, presentation and problem-solving skills.
- A commitment to continuous improvement.
- An ability to drive is required as part of the internal and remote management of teams across the organisation's UK locations.
