Customer Services Manager

Culina; Harwell; On-site; GBP 36,000 - 60,000; Full time

Benefits offered by this job

Company Bonus

Private Medical Cover

Salary Sacrifice Car Scheme

Wellbeing Support

Eye Care Vouchers

Reward & Recognition

Everyday Discounts

Job summary

Culina in the United Kingdom is seeking a Customer Service Manager to lead a service team, coordinate daily operations and strengthen client relationships.

You will develop and implement customer service policies, manage budget and resources, recruit and coach staff, and resolve complex escalations to protect service levels.

This role offers visibility across the organisation, opportunities to drive growth, and a chance to shape service delivery within a growing logistics operation.

Qualifications

• Experience in a customer facing environment.
• Understanding of post-despatch operations.
• Strong communication and leadership skills.
• Ability to manage budgets and resources.
• Proactive problem solving and stakeholder management.

Responsibilities

• Direct daily operations of the service team to meet objectives.
• Develop and enforce customer service policies and processes.
• Plan and manage the team budget and shift patterns.
• Recruit, coach and develop team members.
• Resolve escalated issues to protect client relationships.
• Lead regular team meetings and performance reviews.
• Maintain agreed KPIs and service levels.
• Identify and propose growth opportunities.
• Coordinate with management on growth strategies.
• Cultivate strong internal and external stakeholder relationships.
• Ensure delivery of high-quality customer service.

Skills

Customer-facing experience

Team leadership

Budget management

Post-despatch operations knowledge

Communication skills

Job description

Job Description

Life in this role

As part of our, Contract Logistics division, we have an exciting opportunity to join the team as a Customer Service Manager.

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.

KEY ACCOUNTABILITIES:

• 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

Qualifications

What you’ll need...

• 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

Additional Information

What is in it for you?

If you're looking for a role where you can make an impact, develop your career, and be part of a team that works as one to achieve great results, we'd love to hear from you.

• Company Bonus - we achieve more when we work together, that’s why we celebrate our shared success through our bonus scheme.
• Private Medical Cover - enjoy peace of mind with access to Bupa's healthcare services.
• Salary Sacrifice Car Scheme - our salary sacrifice scheme offers a cost-effective way to drive an electric vehicle, with payments taken directly from your salary. Eligibility and salary thresholds apply.
• Wellbeing Support – your wellbeing matters to us. Through our Employee Assistance Programme, you'll have 24/7 access to confidential counselling and legal support, whenever you need it.
• Eye Care Vouchers – free eye tests and discounts on prescription glasses.
• Reward & Recognition – we love celebrating great work, we recognise those who go above and beyond.
• Everyday Discounts – our benefits platform gives you access to discounts from over 50 leading retailers, helping your money go further every day.