Account Manager Transport Solutions

REM Associates Ltd; Nottingham; On-site; GBP 35,000 - 45,000; Full time

Job summary

A key player in customer service operations in Nottingham is seeking an experienced Customer Services Manager to lead a dynamic team. The role involves managing team performance, utilizing operational platforms, and ensuring high-quality service delivery. Candidates should have a strong background in customer service, demonstrated leadership skills, and the ability to solve operational challenges. This position offers a valuable opportunity to contribute to an effective logistics framework while enhancing professional development.

Qualifications

• Experience in managing a customer service team is essential.
• Ability to solve problems with a solution-based mindset.
• Excellent IT skills to navigate systems and tools effectively.

Responsibilities

• Manage and develop the customer services team.
• Utilize the EVENT platform for monitoring activities.
• Respond promptly to customer queries.
• Act as an escalation point as required.

Skills

Team management

Customer service

Problem solving

Initiative

Stakeholder relationship management

Communication skills

Job description

Overview

A key focus of the role is the systematic analysis of customer demand, complaints, and resource-intensive activities, using root cause analysis to eliminate repeat issues, reduce avoidable workload, and drive operational efficiencies in partnership with Transport Operations; identify opportunities to streamline processes, improve first-contact resolution, and reduce unnecessary escalation.

Responsibilities

• Manage, motivate, and develop the customer services team; set clear objectives and KPIs for the team and regularly review performance.
• Utilize the EVENT platform for monitoring operational activities.
• Report daily operational KPIs both internally and externally.
• Respond promptly and professionally to customer queries.
• Be willing and capable of stepping into operational customer service roles during periods of annual leave, sickness absence, or exceptionally high workload.
• Ensure regular communication by direct reports with Customers and Service Providers is maintained, and meaningful relationships are established.
• Act as an escalation point as and when required.
• Recruit, train, and manage performance within the customer services team.
• 4PL context: contribute to a wider transport and logistics focus as part of the team.

About You

• Experience in managing a team.
• Experience in a customer service and transport is essential.
• Problem Solving: Aptitude is key, as is the ability to efficiently solve problems with a solution-based mindset.
• Initiative and Motivation: Capable of working independently, taking initiative, and being self-motivated.
• Adaptability: Experienced in working in a fast-paced environment with the ability to prioritise tasks effectively.
• Stakeholder Relationship Management: Ability to form and nurture relationships with key stakeholders both internally and externally.
• IT Skills: Possesses excellent IT skills to navigate systems and tools effectively.
• Communication Skills: Demonstrates good presentation, communication, and interpersonal skills.

Working as part of the 4PL team you'll gain experience in various areas of transport and logistics. Our customers trust us to manage the transportation of their goods and are at the forefront of our decision-making.

Requirements/Context

• Responsibilities encompass managing, motivating, and developing the customer services team, including recruitment, training, and performance management; set clear objectives and KPIs for the team and regularly review performance; ensure regular communication by direct reports with Customers and Service Providers is maintained, and meaningful relationships are established; acting as an escalation point as required.

Please email CV.