Customer Service Manager

Freightserve Recruitment; Greater London; Hybrid; GBP 38,000 - 55,000; Full time

Job summary

Freightserve recruitment is seeking a Customer Service Manager for a well-established Freight/courier company in the Heathrow area. You will lead and develop Shift Leaders, ensuring high-quality customer support and effective issue resolution across shifts.

You will oversee performance metrics, coaching, and SOP maintenance while collaborating with internal teams to improve the customer experience and prevent repeat issues. DBS check and a proven, continuous service mindset are required.

Qualifications

• Experience leading customer service teams in logistics or freight environments.
• 3+ years in a supervisory or team-management role.
• Strong understanding of customer support processes, escalation management and quality assurance.

Responsibilities

• Lead, coach and develop Shift Leaders to ensure strong leadership and service delivery across all shifts.
• Ensure Shift Leaders drive high standards of customer support and issue resolution.
• Oversee reporting on delays, missing items, and service exceptions within agreed timescales.
• Act as senior escalation point for complex customer issues and coordinate resolution plans.
• Monitor metrics and SLAs, identify trends and implement improvement plans.
• Conduct call and case quality checks and ensure feedback is captured and acted on.
• Maintain up-to-date customer service SOPs and ensure cross-location consistency.
• Collaborate with internal teams, carriers and operations to improve customer experience.
• Lead shift briefings, handovers and communication logs for visibility across stakeholders.
• Support workforce planning, holiday planning and absence management.
• Identify training needs and develop Shift Leaders to mentor their teams.
• Analyze customer feedback and trends to drive improvements and reduce repeats.
• Prepare regular performance and risk reports for Head of Product Innovation and Carrier Management.

Skills

Leadership

Customer service

Performance management

Communication

Stakeholder management

Problem-solving

Tools

MS Office

CRM systems

Job description

Job Description

Freightserve recruitment are looking for a Customer Service Manager for a well-established Freight / Courier company. The company is based in the Heathrow area.

Responsibilities:-

• Manage, coach and develop Shift Leaders to ensure consistent leadership, service delivery and operational control across all shifts.
• Ensure Shift Leaders are effectively leading Customer Service Advisors and maintaining high standards of customer support, communication and issue resolution.
• Oversee daily proactive reporting, ensuring delivery delays, missing items and service exceptions are identified, investigated and resolved within agreed timescales.
• Act as the senior escalation point for complex customer issues, supporting Shift Leaders with resolution plans and customer communication where required.
• Review team performance metrics and SLA's including response times, resolution rates, customer satisfaction, quality scores and productivity, implementing improvement plans where needed.
• Ensure regular call and case quality checks are completed by Shift Leaders and that feedback is captured, actioned and followed up in a structured way.
• Own and maintain customer service SOPs, ensuring compliance, consistency and adherence across all shifts and locations.
• Work closely with internal departments, carriers and operational teams to resolve recurring issues and improve the customer experience.
• Oversee shift briefings, handovers and communication logs, ensuring information is accurate, timely and available to all relevant stakeholders.
• Support workforce planning, shift cover, holiday planning and absence management in line with business requirements.
• Identify training needs across the department and ensure Shift Leaders are equipped to mentor, coach and develop their teams.
• Analyse customer feedback, complaints and operational trends to recommend service improvements and prevent repeat issues.
• Prepare daily, weekly and monthly reports for the Head of Product Innovation and Carrier Management highlighting performance, risks, trends and recommended actions.

Person Specification:-

• Strong people manager with the ability to lead through others and set clear expectations.
• Organised, self-disciplined and able to manage competing priorities across shifts and locations.
• Confident decision maker with the ability to resolve escalations calmly and commercially.
• Able to work in a fast paced, time specific and targeted environment while maintaining service quality.
• High level of accuracy, attention to detail and ownership of outcomes.
• Ability to identify trends, root causes and process gaps, then drive practical solutions.
• Consultative and collaborative approach with strong internal stakeholder management skills.
• Customer focused, with the ability to balance service excellence, operational practicality and commercial impact.
• 5-year checkable work history, with no unaccountable gaps.
• Subject to Basic DBS check.

Essential Skills:-

• Proven experience managing within a customer service team, preferably within logistics, supply chain, transport, courier or freight environments.
• Minimum 3 years' experience in a supervisory, team management or customer service leadership role.
• Experience managing team leaders, shift leaders or supervisors in a performance-led environment.
• Strong understanding of customer support processes, escalation management, SOPs, reporting and quality assurance.
• Excellent communication, coaching, problem-solving and stakeholder management skills.
• Comfortable working in a high-pressure, time-sensitive environment with clear KPIs and service expectations.
• Proficient in MS Office, particularly Excel, Outlook and Teams, and confident using customer service platforms or ticketing systems.

The role can offer Remote, Hybrid of office based working.

As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry.