Customer Services & Logistics Operations Manager

DP World; Coleshill CP; On-site; GBP 42,000 - 65,000; Full time

Job summary

DP World in Coleshill seeks a Customer Services Manager to lead a fast-paced team handling retailer and importer queries across the order delivery lifecycle. You will drive high service levels, timely issue resolution and compliance with customer standards, while working with internal teams and external transport partners.

The role requires strong leadership, stakeholder engagement and a proactive approach to process improvement within logistics operations.

Qualifications

• Five years’ experience in a customer service management role within automotive, logistics, or supply chain environments.
• Proven experience managing SLAs and KPIs in high-volume operations.
• Strong people leadership and team management capability.
• Excellent communication, relationship management and stakeholder engagement skills.
• Proficiency in transport and logistics systems across multiple modes.
• Strong analytical and problem-solving skills with ability to identify trends.
• Customer-focused mindset with a commitment to service excellence.
• Ability to operate under pressure and meet tight deadlines.
• Continuous improvement mindset with focus on operational efficiency.
• High attention to detail and compliance with processes.

Responsibilities

• Lead and develop a customer services team handling high volumes of queries, escalations and reporting.
• Ensure all queries are acknowledged and resolved within SLAs, including a two-hour response time.
• Act as primary escalation point for delivery issues with warehouse and transport partners.
• Ensure issues are resolved through root cause analysis and corrective actions.
• Build strong relationships with key account teams and understand day-to-day requirements.
• Proactively communicate system or operational issues affecting shipments.
• Oversee daily, weekly and monthly performance reports for customers and carriers.
• Drive continuous improvement initiatives within the team.
• Attend and contribute to operational and business review meetings with actionable RCCA plans.
• Capture, coordinate and track implementation of new customer requirements.
• Provide coaching, mentoring and performance development for the team.

Skills

People leadership

Stakeholder engagement

Analytical thinking

Problem solving

Communication skills

Attention to detail

Pressure handling

Continuous improvement mindset

Customer focus

Multi-modal logistics systems familiar

Education

Bachelor's degree (preferred)

Job description

DP World in Coleshill seeks a Customer Services Manager to lead a fast-paced team handling retailer and importer queries across the order delivery lifecycle. You will drive high service levels, timely issue resolution and compliance with customer standards, while working with internal teams and external transport partners.

The role requires strong leadership, stakeholder engagement and a proactive approach to process improvement within logistics operations.