Customer Service Manager

GB Recruitment (England, Scotland, Wales); Coventry; On-site; GBP 40,000 - 46,000; Full time

Job summary

A leading logistics provider is seeking a Customer Service Manager in Coventry. The ideal candidate will lead a dynamic team, ensuring exceptional service standards while managing operations within budget. The role requires prior experience in customer service management and strong leadership qualities. Benefits include free parking, discretionary bonuses, a generous pension scheme, and flexible working patterns. Join an inclusive workplace committed to diversity and supporting veterans.

Benefits

Free parking

On-site canteen

Discretionary bonuses

Flexible working patterns

Generous pension scheme

24/7 GP consultations

Retail and lifestyle discounts

Affordable loans and savings schemes

Qualifications

• Experience as a Customer Service Manager is essential.
• Strong background in Customer Service required.
• Proficient in Microsoft Office, especially Excel.
• Must possess strategic mindset and problem-solving skills.
• Excellent communication skills are a must.

Responsibilities

• Lead the Customer Care function and ensure safety and engagement.
• Plan and execute the Customer Care labour plan.
• Oversee daily operations of the Customer Care team.
• Manage and develop supervisors and customer service agents.
• Provide analysis and reporting on budget and performance.

Skills

Customer Service Management

IT Literacy

Strategic Thinking

Excellent Communication

Leadership

Tools

Microsoft Office (Excel)

Job description

Pay Rate: £40,000 Grade: K Contract Type: Permanent (Full-Time) Shift patterns: Monday to Friday, 9am to 5pm (Flexibility across weekends as and when required) Location: Coventry

Think you know DHL? Think again! We're not just about delivering parcels. DHL Supply Chain is the world's leading logistics company and our people are the unsung heroes who keep the cogs turning and the country running smoothly. We're now looking for a Customer Service Manager! If you're a proactive leader with a passion for logistics, we want you on our team!

What You’ll Do

• Lead the delivery of a safe, engaged and cost effective Customer Care function that meets the needs of all stakeholders.
• Plan, execute and review the Customer Care labour plan with at least a 4 week horizon to ensure that the resource is available to meet the needs of the business from a service and financial perspective.
• Ensure that all hours worked and absences are recorded accurately and approved correctly in Tamigo and SD Worx.
• Oversee daily operations of the Customer Care team, ensuring adherence to performance standards, SLAs (Service Level Agreements), and KPIs (Key Performance Indicators).
• Manage, mentor, and develop a team of supervisors and customer service agents, fostering a positive and performance driven culture.
• Provide analysis, insight and reporting where required on all areas of responsibility including budget preparation, delivery, continuous improvement and performance review.

Qualifications

• Previous Customer Service Manager Experience is essential.
• Strong Customer Service background.
• IT literate – proficient with Microsoft Office Packages, including Excel.
• Strategic mindset and passion for problem‑solving.
• Excellent communication skills and natural leadership.

Why Join Us?

• Free parking and on‑site canteen.
• Discretionary bonus based on performance.
• Flexible working patterns – discuss alternatives at interview.
• Generous pension scheme: 8% employer contribution, 4% employee contribution.
• Free confidential 24/7 GP consultations.
• Hundreds of retail and lifestyle discounts.
• Affordable loans, savings schemes, and free mortgage advice.

Who We Are

We’re the global leaders in supply chain management with 188,000 people in over 50 countries. Our expert teams work together to deliver for our customers across a range of industries including retail, automotive, healthcare and more.

Building an Inclusive Workplace

At DHL, we’re all about creating a workplace where everyone’s skills and experiences matter, and where you can be your true self every day. We’re proud supporters of the Armed Forces Covenant and value the skills and experience of ex‑service personnel. We’re dedicated to helping our veterans find jobs.

Please be aware that interviews are provisionally scheduled to take place during the week commencing 24/01/2026. Applications received after this date may not be considered but will be added to our talent pool for future opportunities, subject to your consent.

Applications are reviewed continuously and, where we have a large number of applications, the application period may close ahead of the provisional interview date. To ensure your application is considered, we recommend submitting it as early as possible.

To learn more about working at DHL Supply Chain, visit https://careers.dhl.com/global/en/working-at-dhl-supply-chain.