Customer Experience Service Delivery Manager
1 week ago
We are a global leader in shipping and logistics, serving over 420 ports worldwide. Our mission is to deliver exceptional customer experiences through efficient service delivery.
Main Responsibilities- Manage service levels to meet customer needs.
- Deploy company-standard processes and tools.
- Report performance data to management, aligned with agreed KPIs.
- Analyze service delivery data and produce performance reports as needed.
- Deliver high-quality incident management, meeting agreed service level commitments.
- Monitor team performance against KPIs, ensuring consistent results.
- Effectively manage and escalate unresolved customer technical issues.
- Motivate and develop colleagues to provide excellent service to all stakeholders.
Candidates should have a working knowledge of the shipping industry, demonstrable experience in customer service or service delivery, and strong analytical and reporting skills. They should also be able to work transversally, manage large-scale change, and lead by example.
Benefits- A competitive salary of £45,000 - £60,000 per annum.
- 25 days' annual leave (plus public holidays) increasing with length of service.
- Discretionary annual bonus.
- Enhanced pension scheme up to 15% total contribution.
- Life assurance x4.
- Private healthcare (BUPA) + Healthcare Cash plan, including an Employee Assistance Programme.
- Local and global development opportunities within our group.
- Hybrid Working.
- Cycle to work scheme/ Season ticket loans.
- Enhanced policies including Maternity & Paternity.
- Employee recognition awards.
- Considerable scope for personal and professional growth through our Academy.
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