Head of Account Management

4 weeks ago

Royal Tunbridge Wells, United Kingdom Logistics UK Full time

Are you a dynamic leader ready to take the reins of Logistics UK’s Customer Service function? We are seeking an experienced Customer Service/Account Manager to head our Account Management and Customer Service team, blending office and remote work, all while driving growth in line with our strategic vision. Your mission? To deliver exceptional service to both our valued members and transactional customers, while supporting our Commercial Director in achieving targeted sales revenue.

Why Join Us?

Based at our Head Office in Tunbridge Wells, you will play a pivotal role in understanding the competitive landscape, collaborating with department leaders, and shaping services that ensure we remain market leaders. If you are passionate about customer service and want to make a tangible impact, this is the perfect opportunity for you

Logistics UK, formerly the Freight Transport Association is one of the biggest business groups 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 Keep Britain Trading, 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.

Key Responsibilities:

Leadership & Management:

  • Inspire Your Team: Lead and motivate the Customer Service and Account Management teams to consistently exceed business targets.
  • Cultivate a Thriving Culture: Foster a positive, dynamic team environment that attracts and retains top talent.
  • Deliver Excellence: Ensure the team provides exceptional service that not only meets but exceeds customer expectations.
  • Operational Excellence: Oversee daily operations of the Customer Service team, ensuring efficiency and effectiveness at all levels.
  • Empower Growth: Develop and implement impactful coaching and training plans to help your team flourish.

Strategic Impact:

  • Be the Go-To: Serve as the primary escalation point for customer issues, ensuring swift resolution and alignment with Logistics UK policies.
  • Drive Sales Growth: Set and achieve sales targets, create budgets, and develop clear pathways to success.
  • Build Strong Relationships: Forge partnerships with key stakeholders, contributing to the execution of Logistics UK’s strategic objectives.
  • Enhance Customer Loyalty: Analyse engagement to foster long-lasting customer relationships and deliver outstanding experiences.
  • Use Data Wisely: Track customer satisfaction and utilise insights for KPI reporting and performance enhancement.
  • Plan for the Future: Anticipate and respond to evolving customer needs, helping shape our modernisation and change strategy.
  • Collaborate for Success: Work closely with other business units to create an integrated approach across the organisation.
  • Contribute Your Ideas: 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.

If you are ready to lead, inspire, and make a significant impact in the logistics sector, apply now to join Logistics UK and be part of a team that's shaping the future of customer service

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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