Customer Service Manager – Lead a Growth‑Focused Service Team

Great Bear; Warkworth; On-site; GBP 40,000 - 52,000; Full time

Benefits offered by this job

Annual leave 25d+BH

Company bonus

Private medical cover

Pension scheme

Life assurance

Wellness program

Eye care vouchers

Reward & recognition

Employee discounts

Job summary

Great Bear is seeking a Customer Service Manager to plan, coordinate, and control a service team, strengthening client relationships and delivering operational objectives. You will lead daily operations, implement service policies, manage budgets, recruit and mentor staff, and drive continuous improvements across the team.

You will liaise with stakeholders to maintain high service levels and oversee KPI reporting, while championing a culture of empowerment and excellence within logistics

Qualifications

• Extensive experience in customer-facing roles.
• Understanding of post-despatch operations and logistics.
• Commitment to delivering excellent customer service.
• Strong written and verbal communication skills.
• Proven ability to lead and develop a team.
• Coaching and staff development capabilities.
• Creative approach to problem solving.
• Knowledge of logistics sector practices.
• Ability to set clear objectives and motivate teams.
• Experience managing budgets.

Responsibilities

• Lead daily operations of the service team and ensure staff understand their roles.
• Develop and implement customer service policies; use feedback to drive improvements.
• Plan and manage the team budget and shift patterns.
• Recruit, mentor and develop team members and identify talent for future roles.
• Oversee team activity and resolve complex escalations to protect client relationships.
• Hold regular team meetings and conduct monthly 1-2-1s and appraisals.
• Build strong relationships with internal and external stakeholders.
• Maintain agreed customer service levels and KPIs; report on performance.

Skills

Team leadership

Customer-facing

Communication

Coaching & mentoring

Problem solving

Budget management

Process improvement

Stakeholder management

Objective setting

Job description

Great Bear is seeking a Customer Service Manager to plan, coordinate, and control a service team, strengthening client relationships and delivering operational objectives. You will lead daily operations, implement service policies, manage budgets, recruit and mentor staff, and drive continuous improvements across the team.

You will liaise with stakeholders to maintain high service levels and oversee KPI reporting, while championing a culture of empowerment and excellence within logistics