Customer Service Manager

Fearless Logistics; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job description

Lead, mentor, and manage the customer service team to ensure timely and effective service delivery.

Handle escalated customer complaints and disputes with professionalism and urgency.

Monitor and improve service KPIs such as response time, customer satisfaction, and complaint resolution rate.

Develop and implement customer service policies and procedures to enhance efficiency and service quality.

Collaborate with operations, sales, and warehouse teams to ensure smooth end-to-end logistics execution.

Track and analyze customer feedback, identify trends, and recommend service improvements.

Maintain and grow relationships with key clients, ensuring their logistics requirements are met consistently.

Prepare regular reports on service performance and present findings to senior management.

Train team members on company systems, service standards, and communication protocols.

Ensure compliance with industry regulations, company policies, and safety procedures.