Client Services Leader - Logistics & Customer Excellence

DP World; Bicester; On-site; GBP 65,000 - 90,000; Full time

Job summary

DP World seeks an experienced Client Services Manager in Bicester on a 12-month fixed term contract. You will lead the Client Services and Customer Services teams, ensuring outstanding service delivery and strong client relationships across multiple accounts.

You will drive performance, coach teams, resolve client challenges, onboard new clients, and deliver monthly/quarterly performance reports, collaborating with operations, IT, quality, EH&S to ensure service excellence.

Qualifications

• Proven experience leading customer-facing teams in logistics/supply chain/warehousing or service-led environments.
• Experience managing client relationships and delivering against SLAs and KPIs.
• Strong organisational skills and ability to prioritise multiple tasks.
• Experience using Microsoft Office applications and business management systems.
• Demonstrated ability to coach and motivate teams to achieve business objectives.
• Relationship-building and stakeholder management across multiple functions.
• Influencing and coaching to develop team capability and performance.
• Resilience and adaptability with changing priorities and customer demands.
• Ability to communicate complex information clearly to clients and stakeholders.

Responsibilities

• Lead and develop the Client Services and Customer Services teams, fostering a high-performance, customer-focused culture.
• Build and maintain strong client relationships, ensuring service commitments and KPIs are met.
• Manage client enquiries, issues and complaints to deliver positive outcomes.
• Support onboarding of new clients for seamless operations.
• Produce monthly and quarterly client performance reports and maintain audit records.
• Collaborate with operations, IT, quality, EH&S to drive service excellence and compliance.
• Ensure deadlines and customer requirements are met across client accounts.
• Drive training and cross-training to build team capability.
• Oversee people management activities including performance and development.

Skills

Client service leadership

Client relationships

KPI management

Coaching teams

Stakeholder management

Communication

Organisational skills

MS Office

Business management systems

Tools

MS Office

Business management systems

Job description

DP World seeks an experienced Client Services Manager in Bicester on a 12-month fixed term contract. You will lead the Client Services and Customer Services teams, ensuring outstanding service delivery and strong client relationships across multiple accounts.

You will drive performance, coach teams, resolve client challenges, onboard new clients, and deliver monthly/quarterly performance reports, collaborating with operations, IT, quality, EH&S to ensure service excellence.