Customer Service Manager – Remote/Hybrid Logistics Leader

Freightserve recruitment; Hounslow; Hybrid; GBP 42,000 - 56,000; Full time

Benefits offered by this job

Remote/hybrid working

Career progression

Job summary

Freightserve recruitment is seeking a Customer Service Manager for a well-established Freight / Courier company in the Heathrow area. This role offers a remote, hybrid working arrangement with office-based duties where required.

You will coach Shift Leaders, manage customer service teams, monitor KPIs, and drive improvements across shifts and locations. A DBS check is required, and a strong background in logistics-focused customer support is essential.

Qualifications

• Minimum 3 years in a supervisory or customer service leadership role.
• Experience in logistics, courier or freight environments.
• Strong communication and stakeholder management skills.
• 5-year checkable work history with no unaccounted gaps.
• Subject to Basic DBS check.

Responsibilities

• Manage and coach Shift Leaders and develop teams across shifts.
• Oversee performance metrics, SLA compliance and customer satisfaction.
• Act as senior escalation point for complex issues and resolutions.
• Coordinate reporting and drive service improvements with internal teams.
• Ensure SOPs, quality checks and knowledge sharing across locations.

Skills

Customer service management

Team leadership

MS Excel

Stakeholder management

Communication skills

Tools

MS Office

Ticketing systems

CRM platforms

Job description

Freightserve recruitment is seeking a Customer Service Manager for a well-established Freight / Courier company in the Heathrow area. This role offers a remote, hybrid working arrangement with office-based duties where required.

You will coach Shift Leaders, manage customer service teams, monitor KPIs, and drive improvements across shifts and locations. A DBS check is required, and a strong background in logistics-focused customer support is essential.