Customer Service Manager

Gregory Distribution Ltd; West of England; On-site; GBP 43,000 - 48,000; Full time

Benefits offered by this job

Extra holiday scheme

Retail discounts

Retail Trust Wellbeing Support

Life assurance

Pension

Sickness scheme

Cycle To Work Scheme

Free Uniform

Job summary

Gregory Distribution Ltd is seeking an experienced Customer Service Manager to lead the delivery of exceptional service and drive business growth. The role requires proven leadership in customer service management within logistics or transport, with a focus on proactive relationships and KPI monitoring.

The position involves coordinating with depots, travelling for key meetings, and overseeing a team to ensure efficient service.

Qualifications

• Proven experience managing a customer service team.
• Strong communication and relationship-building skills.
• Strategic focus with continuous improvement mindset.
• Ability to manage multiple accounts and deadlines.

Responsibilities

• Oversee and nurture relationships with customers, ensuring needs are met.
• Drive customer service satisfaction by improving service levels.
• Travel between depots and customer premises for meetings.
• Collaborate with depot managers and traffic to align service delivery.
• Analyze customer service performance data and report trends.
• Respond to queries via email, phone and in person.
• Implement a robust returns and refusals process for visibility.
• Lead and manage the Customer Service Team and coordinate coverage.
• Proficient with IT systems both internal and external.
• Support business development through retention and growth.
• Ensure operations comply with health, safety and environmental laws.

Skills

Customer service leadership

Communication skills

Strategic planning

Team management

MS Office (Word, Excel, Outlook)

Job description

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.

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 the transport and logistics sector.

Key Responsibilities

• 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.

Requirements

• 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.

Why Join Gregory Distribution Ltd?

Competitive Salary

£43,000 per annum - £48,000 per annum, depending on experience.

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.

Team Environment

Be part of a strong culture of teamwork and collaboration.

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.