Head of Customer Service and Account Management

4 weeks ago


Tunbridge Wells, Kent, United Kingdom Logistics UK Full time

Logistics UK is seeking a seasoned professional to lead our Customer Service and Account Management teams. As the Head of Customer Service and Account Management, you will be responsible for delivering exceptional service to our valued members and transactional customers.

Key Responsibilities:
  • Leadership & Management:
  • Lead and motivate the Customer Service and Account Management teams to consistently exceed business targets.
  • Foster a positive, dynamic team environment that attracts and retains top talent.
  • Ensure the team provides exceptional service that not only meets but exceeds customer expectations.
  • Oversee daily operations of the Customer Service team, ensuring efficiency and effectiveness at all levels.
  • Develop and implement impactful coaching and training plans to help your team flourish.

Strategic Impact:

  • Serve as the primary escalation point for customer issues, ensuring swift resolution and alignment with Logistics UK policies.
  • Set and achieve sales targets, create budgets, and develop clear pathways to success.
  • Forge partnerships with key stakeholders, contributing to the execution of Logistics UK's strategic objectives.
  • Analyse engagement to foster long-lasting customer relationships and deliver outstanding experiences.
  • Track customer satisfaction and utilise insights for KPI reporting and performance enhancement.
  • Anticipate and respond to evolving customer needs, helping shape our modernisation and change strategy.
  • Work closely with other business units to create an integrated approach across the organisation.
  • Play an active role in business initiatives as part of the Senior Leadership Team, bringing fresh ideas to the table.

Requirements:

We are seeking enthusiastic candidates with proven backgrounds in customer service, operations, or account management, particularly those who have experience leading teams. Please note that all applicants must be prepared to come into the Tunbridge Wells office every day with the willingness to travel on an adhoc basis.

  • Proven experience in Customer Service Management or Sales Management.
  • A strong track record of achieving targets in previous roles.
  • Familiarity with CRM systems is a plus.
  • Proficiency in Microsoft Office Suite, especially Excel and PowerPoint; knowledge of MS Dynamics is desirable but not essential.
  • Excellent communication, presentation, and problem-solving skills.
  • A commitment to continuous improvement.
  • A willingness to drive across various UK locations for effective team management.

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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