Client Services Manager

Streamline Search; City Of London; On-site; GBP 38,000 - 40,000; Full time

Job summary

A leading logistics firm located in London is seeking a Client Services Manager to enhance client relationships and lead the Customer Liaison team. Ideal candidates should possess a minimum of 3 years' experience in logistics or freight and 3 years in customer service leadership roles. Responsibilities include onboarding clients, producing reports, and identifying service improvements. Competitive salary of £38,000 - £40,000, along with benefits such as holidays and pension scheme.

Benefits

25 days holiday plus bank holidays

Auto-enrolment pension

Qualifications

• Minimum 3 years' experience in logistics, freight or warehousing environments.
• At least 3 years in a customer service leadership role.
• Experience working with courier operations and load planning.

Responsibilities

• Lead and develop the Customer Liaison team.
• Act as the central point of contact for client communication.
• Produce sales, service and KPI reports for clients.

Skills

Strong communication and relationship-building skills

Excellent analytical and problem-solving abilities

Strong organisational and time management skills

Tools

Customer service systems and reporting tools

Job description

Overview

Client Services Manager) - Position Overview

Our client are a dynamic and fast-growing specialist freight forwarder, created through the merger of three highly successful transport businesses, combining decades of industry expertise into one powerful operation built around exceptional service.

With a large, modern fleet and nationwide and European coverage, they deliver same-day, dedicated and next-day solutions alongside specialist services including airline deliveries, x-ray screening and trunking. Backed by a state-of-the-art IT infrastructure and customer-focused systems, the business is committed to making every client interaction seamless, efficient and personal.

Due to continued growth, our client are now seeking a passionate and driven Client Services Manager to lead the customer experience and play a key role in strengthening long-term client relationships.

This is an exciting opportunity to join a forward-thinking business where your ideas will be valued, your leadership will make a real impact, and your career can grow alongside the company.

The Role & Responsibilities

As Client Services Manager, you will take ownership of the customer journey - from onboarding new clients through to delivering outstanding ongoing service. You\'ll lead and develop the Customer Liaison team, ensuring service standards remain consistently high while identifying opportunities to enhance performance, engagement and revenue.

Key responsibilities include:

• Building strong working relationships and onboarding new clients successfully
• Leading, motivating and developing the Customer Liaison team
• Acting as the central point of contact for client communication and service delivery
• Creating client service strategies to improve satisfaction and drive growth
• Producing sales, service and KPI reports for clients and senior management
• Analysing customer feedback, identifying trends and implementing action plans
• Ensuring inbound calls, emails and queries are handled efficiently and professionally
• Overseeing client bookings from enquiry through to depot handover
• Collaborating with internal departments to deliver a seamless customer experience
• Identifying service improvements and sharing initiatives with senior leadership
• Delivering customer service presentations and workshops

Core Attributes

\"You\'ll be a confident, people-focused professional with strong logistics experience and a genuine passion for delivering excellent customer service.\"

\"You\'ll ideally bring:\"

• Minimum 3 years\' experience in logistics, freight or warehousing environments
• At least 3 years in a customer service leadership role (Manager or Supervisor level)
• Strong communication and relationship-building skills
• Excellent analytical and problem-solving abilities
• Experience working with customer service systems and reporting tools
• Knowledge of courier operations, vehicle capacity and load planning
• Understanding of aviation security and specialist transport requirements
• The ability to thrive in a fast-paced, high-pressure environment
• Proven experience motivating and developing teams
• Strong organisational and time management skills
• A proactive, innovative mindset focused on continuous improvement

Remuneration

(Client Services Manager) - Position Remuneration

£38,000 - £40,000 (dependent on experience)

Monday to Friday | 8am - 5pm (40 hours per week)

25 days holiday plus bank holidays

Auto-enrolment pension

4 weeks\' notice period after probation

Streamline Search is a technical recruitment agency based in Chichester, West Sussex operating across the United Kingdom. We are acting as a Recruitment Agency in relation to this vacancy, and in accordance with GDPR by applying to this post you are granting us consent to process your data and contact you in relation to this application