Customer Service Team Lead

Layka Recruitment; London; On-site; GBP 35,000 - 45,000; Full time

Job summary

A reputable logistics firm in London seeks a Customer Service Supervisor to lead a team and ensure effective client communication. Applicants should demonstrate leadership in logistics and possess strong problem-solving abilities. The role offers a competitive salary and benefits based on performance, alongside growth opportunities in a dynamic work environment.

Benefits

Competitive salary package

Company bonuses based on GP

Qualifications

• Proven experience in a leadership role within the logistics industry.
• Ability to handle complex customer inquiries and complaints.
• Strong multitasking abilities and project management skills.

Responsibilities

• Coach and guide team members for effective service delivery.
• Ensure timely communication with customers and partners.
• Monitor deliveries to meet operational timelines.

Skills

Customer focus

Leadership qualities

Problem-solving skills

Attention to detail

Excellent communication skills

Tools

Logistics knowledge

IT skills

Job description

Overview

This successful courier expert is looking to attract a new Customer Service Supervisor to provide valuable guidance for the team. It is essential that applicants have been in a leadership role, managing people within the logistics industry.

This is a fantastic Supervisor opportunity to join a company committed to providing quality, innovative value and logistics services. To meet customers' requirements for the safe and efficient transport of their cargo effectively and in accordance with company operational procedures and statutory requirements including Health & Safety to the satisfaction of clients and the profit of the company.

Responsibilities

• Timely and effective communication with Customers, partners & internal departments via e-mail & telephone.
• Effective monitoring to ensure deliveries are completed within the agreed timelines.
• Pro-active problem solving with customers and colleagues when issues arise.
• Resolve Credit Management Queries where necessary.
• General Day to Day administrative duties.
• Handling complex customer inquiries or complaints that have been escalated from frontline staff/manager.
• Developing and implementing customer service policies & procedures.
• Provision of PODs to meet customer requirements where necessary.
• Provide KPI and reports both externally and internally where required.
• Ensure consignments are rated correctly in order to Invoice in an accurate and timely manner.
• Ensure that all Delivery and Collection consignments are conforming to correct information.
• Liaise with Operations and overseas offices to ensure customer commitments are delivered upon.
• 121's with the team individually monthly and presenting in a monthly team meeting and Sales/CS meeting.

Skills and Competencies / Qualifications

• Be Customer focused with dedication in your service delivery to meet Customer needs.
• To show leadership qualities and ensure the team are proactive and organised.
• Ability to maintain positive mind-set when working under pressure, re-prioritising workload where necessary.
• Be reliable with the ability to multitask and have strong problem-solving skills with knowledge of Logistics.
• Strong attention to detail, accuracy and numeracy.
• Excellent IT skills with the ability to learn new systems quickly as required.
• Excellent communication skills both verbal/written with a polite & professional telephone manner.

What benefits are on offer?

Competitive Salary Package and an opportunity to be a part of and grow within a driven and successful company, with a team of 75,000, operating in over 95+ countries.

Company bonuses based on GP and offer a sickness incentive with potential to earn more over a year along with overtime being available as a Team Lead.

Be part of a company that has strong ambitions and targets for sustainability initiatives, both internally and externally.

We look forward to seeing your CV in relation to this fabulous opportunity.