Head of Customer Service and Account Management

4 weeks ago


Tunbridge Wells, Kent, United Kingdom Logistics UK Full time
About Logistics UK

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 a key player in the supply chain, Logistics UK plays a vital role in keeping Britain trading.

The role of Head of Customer Service and Account Management is crucial in driving growth and delivering high-quality service to Logistics UK's members and customers. The successful candidate will lead and manage a team of customer service and account management professionals, ensuring exceptional service levels and continued market relevance.

Key Responsibilities
  • 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.
Requirements
  • 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 organisations UK locations.
Benefits

We value our employees and offer a wide range of benefits recognising that no two employees are the same – everyone has different preferences and needs that change over time.

  • 25 days of annual leave plus bank holidays
  • Christmas Working Arrangement for extra days off during the festive period
  • Health Cash Plan for all employees and Private Medical Insurance for managers
  • Employee Assistance Programme and Mental Health First Aiders
  • Enhanced Family Leave policy
  • Flexible and remote working arrangements
  • Two paid days off per year for charity or volunteering work
  • Various learning and development opportunities
  • Range of pension schemes
  • Award scheme to recognise outstanding employees
  • Life Assurance Scheme for peace of mind


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