Customer Services Manager

Culina; Banbury; On-site; GBP 42,000 - 54,000; Full time

Benefits offered by this job

25 Days Holiday

Company Bonus

Private Medical Cover

Pension Scheme

Life Assurance

Employee Assistance Programme

Eye Care Vouchers

Discount Platform

Job summary

Culina, a leading logistics group, is seeking a Customer Service Manager to lead a service team and strengthen client relationships. You will implement policies, monitor performance, and drive improvements across post-despatch operations within a fast-growing organisation.

You will have extensive experience in customer-facing roles, strong communication skills, and the ability to mentor staff while managing budgets and KPIs. This is a site-based role with a strong culture of empowerment.

Qualifications

• Considerable experience working in a customer facing environment.
• Good written and verbal communications; adapt style to different situations.

Responsibilities

• Plan, co-ordinate and control the activities of a service team to maintain and enhance customer relationships.
• Develop and implement customer service policies and procedures; monitor feedback and implement improvements.
• Plan and maintain team budget and shift patterns.
• Recruit, mentor and develop team members; identify talent for future role.
• Handle escalated issues and maintain high standards of client relationships.
• Build relationships with internal and external stakeholders.
• Oversee KPI achievement and reporting; propose service improvements.

Job description

The main purpose of the Customer Service Manager role is to plan, co-ordinate and control the activities of a service team to maintain and enhance customer / client relationships and meet organisational and operational objectives.,

• Manage, lead and direct the daily operations of your team. Ensure team members understand and are equipped to undertake their roles to the best of their ability
• Develop and implement customer service policies and procedures. Monitor and review team processes using customer / client feedback to implement change and make continuous improvements
• Plan and maintain the team budget through the control of resources and shift patterns
• Recruit, mentor and develop team members, nurturing an environment where they can excel through encouragement and empowerment - identify talent for future role
• Oversee all team activity making business critical decisions and handling complex escalated issues in order to maintain a high standard of client relationship
• Hold regular meetings with your team to discuss expectations and continuous improvements for them and the team
• Carry out monthly 1-2-1's and appraisals - review performance and feedback on development areas and achievements if required
• Build and maintain strong relationships with internal and external stakeholders
• Oversee the achievement and maintenance of agreed customer service levels and standards
• Maintain agreed KPI's and report on performance and potential improvements
• Propose and implement business opportunities for growth and service improvements
• Liaise with company management to support and implement growth strategies
  Considerable experience working in a customer facing environment
• A detailed understanding of post-despatch operations to be able to manage and advise others
• Passion for delivery of excellent customer service within an ever growing business
• Good written and verbal communications, be able to adapt the communication style to meet different situations and personalities
• Ability to lead a team and manage performance objectives through one to ones and staff appraisals
• Coach, train and motivate team members, be able to influence and steer to produce high end results
• A creative approach to problem solving and managing a team
• Knowledge of the sector and relevant operational practices
• Setting clear objectives and motivating teams
• Budget Management
  Great Bear (Part of the Culina Group) provides distribution services to FMCG clients. Customer centric service focus is delivered through a site-level empowered culture.

At Culina we have a winning culture, we believe that our culture is one of the reasons our company continues to thrive. A place where you're valued, challenged, and inspired!

As part of our drive to make Great Bear a great place to work we are proud to be an inclusive and diverse organisation where we are committed to employee development and recognising success for hard working performers. Our dedicated learning and development programmes are open to every employee to give you the opportunity to shape your own future within logistics and continue to work in an environment where team culture thrives. Our People are the driving force behind our success, which is why we offer a wide range of benefits which include:

• Annual Leave - Competitive holiday entitlement of 25 Days + 8 Bank Holidays
• Company Bonus - We do our best work to succeed together. When we achieve our goals you'll be rewarded through our bonus scheme
• Private Medical Cover - This gives you peace of mind, you have choice, flexibility and speed of access to the most clinically appropriate care via Bupa
• Pension scheme - we want colleagues to enjoy a comfortable retirements so we offer a great contribution of 5% employee and 8% employer
• Life Assurance - x 4 your annual salary
• Wellness - Via our Employee Assistance Programme we offer immediate access to a confidential telephone counselling and legal information service that operates 24 hours a days, 365 days a year
• Eye Care Vouchers - We can provide you with substantial savings with free eye tests and discounts on prescription glasses
• Reward & Recognition - We recognise that employees have gone the extra mile via Employee of the month and year, special recognition and long service awards.
• Everyday discounts - via our benefit platform you will have access to over 50 retailer discounts for everyday savings!