Customer Service Manager

Gregory Distribution; Bristol; On-site; GBP 43,000 - 48,000; Full time

Benefits offered by this job

Car allowance

Monthly courses

Additional holiday purchasing scheme

Retail discounts

Retail Trust wellbeing support

Life assurance

Pension

Job summary

Gregory Distribution Ltd in Bristol is seeking an experienced Customer Service Manager to lead the delivery of exceptional service and support business growth. You will oversee customer relationships and drive satisfaction, with travel between depots and customer sites.

The ideal candidate will have proven leadership in customer service within logistics, strong communication, organisational skills, and the ability to work both in a team and autonomously.

Qualifications

• Proven leadership in customer service management, preferably in logistics/transport.
• Strong communication skills, written and verbal, with rapport-building ability.
• Ability to manage multiple accounts and priorities within a fast-paced environment.
• Proficiency with MS Word, Excel and Outlook.
• Excellent organisational skills and attention to detail.

Responsibilities

• Oversee and nurture relationships with customers, ensuring needs are met and expectations exceeded.
• Drive customer service satisfaction by proactively identifying opportunities to improve service levels and experience.
• Travel between depots and customer premises for face-to-face meetings and clear requirement understanding.
• Collaborate with depot managers and traffic department to align strategies and ensure smooth service delivery.
• Analyse customer service performance data and report on metrics and trends for improvements.
• Respond to queries confidently via email, phone and in person.
• Implement efficient returns and refusals process with clear traceability.
• Lead and manage the Customer Service Team, approve holidays, and ensure office cover.
• Be proficient with IT systems both internal and external.
• Support business development through customer retention and growth opportunities.
• Ensure compliance with health, safety and environmental regulations.

Skills

Customer service management

Leadership experience

Communication skills

MS Office

Organisation

Tools

MS Office Suite

Job description

• Oversee and nurture relationships with our customers, ensuring their needs are met and expectations exceeded.
• Drive customer service satisfaction by proactively identifying opportunities to improve service levels and enhance the customer experience.
• Travel between our depots and customer premises for face‑to‑face meetings, ensuring clear communication and understanding of requirements.
• Collaborate closely with depot managers and our traffic department to align strategies and ensure seamless customer service delivery and smooth running of the operation.
• Analyse customer service performance data and produce reports on key metrics, trends, and areas for improvement.
• Answering all queries confidently and professionally via email, phone and face to face.
• Implement a robust efficient returns and refusals process to give clear visibility and traceability from start to finish and adhering to customer expectations.
• Lead and manage our Customer Service Team. Authorising holiday requests and maintaining suitable office cover, coordination of activities including, Daily Service Reports, OTIF, KPI Monitoring.
• Be proficient and use various IT systems both internal and external.
• Support business development activities by contributing to customer retention and growth opportunities.
• Ensure all operations comply with relevant health, safety, and environmental legislation and regulations.

  Job Description: At Gregory Distribution, we are seeking an experienced Customer Service Manager to lead the delivery of exceptional customer service and support business growth. The ideal candidate will bring proven leadership experience within a customer service management role, preferably in a transport and logistics sector., Proven experience in customer service, preferably in the logistics or transportation industry.

• Have excellent communication skills both written and verbal, with the ability to build rapport and trust with customers.
• Strong strategic focus and continuous improvement experience.
• Ability to manage multiple accounts and priorities.
• Able to work as part of a team and on your own initiative.
• Excellent organisation skills and ability to prioritise workload with a proactive approach.
• Attention to detail and the ability to meet deadlines.
• Proficiency in MS packages, including Word, Excel and Outlook.

  About Us: At Gregory Distribution Ltd, we are committed to delivering excellence in logistics and transport services. Our team is dedicated to maintaining high standards of compliance and operational efficiency. Join us and grow your career in a supportive and expanding business environment. We foster a strong culture of teamwork and continuous improvement.

• Competitive Salary: £43,000 per annum - £48,000 per annum, depending on experience. PLUS car allowance.

  Hours: 08:00hrs - 17:00hrs, Monday to Friday. Due to the nature of the role, a flexible approach to working hours is required to support operational and customer needs, this may include weekend hours.

• Training: Monthly Courses for a variety of areas.
• Benefits: Additional holiday purchasing scheme, Retail discounts with Circular Benefits, Retail Trust Wellbeing Support, and more.
• Career Growth: Explore opportunities for professional development within our expanding business.
• Company Benefits: Excellent holiday allowance. Life assurance, pension, and sickness scheme.
• Extras: Christmas Savings Club, Black Circle Tyre Discount, Cycle To Work Scheme, Free Uniform and paid Volunteer Day.
• Wellbeing Support: Benefit from the Retail Trust Wellbeing Support program., Eligibility: Applicants must be eligible to work in the UK with no restrictions. Proof of Right to Work will be required at the interview stage.
• Contact Us: For any queries, please contact our Recruitment Team at . Our team is available Monday to Friday, 08:30hrs - 17:00hrs. Note to Recruitment Agencies: We prefer to recruit directly but have a Preferred Supplier List for when we need assistance. We'll be in touch if we need you.
• Subject to terms and conditions.