Customer Services Manager

Gill Cooke Personnel Ltd T/A The Recruitment Group; Lea Marston CP; On-site; GBP 42,000 - 62,000; Full time

Job summary

Gill Cooke Personnel Ltd T/A The Recruitment Group is seeking a Customer Service Manager for a fast-paced 3PL warehousing environment. You will lead a customer service team, manage escalations and drive continuous improvement across multiple stakeholders.

You will build strong customer relationships, monitor service performance and own the customer experience, collaborating with warehouse, transport, and finance teams to deliver first-class service.

Qualifications

• Lead or supervise a customer service team.
• Experience in warehouse, logistics or 3PL.
• Experience handling complaints, escalations and service recovery.
• Experience with KPIs, reporting and service-level measures.
• Excellent communication and relationship-building skills.
• Proficiency in Microsoft Office and CRM/WMS or other systems.

Responsibilities

• Lead and develop the customer service team with accountability and continuous improvement.
• Act as escalation point for queries, complaints and service issues.
• Build long-term relationships with warehouse and logistics customers.
• Monitor KPIs and drive improvements in service levels.
• Collaborate with Warehouse Operations, Transport, Shipping, Compliance and Finance.
• Produce regular performance reports.

Job description

Customer Service Manager - 3PL & Warehousing

The Opportunity

We are currently recruiting on behalf of an established and growing logistics and warehousing business for an experienced Customer Service Manager to lead and develop its customer service function.

This is a key leadership position, acting as the link between customers and operational teams to ensure customer requirements are understood, communicated and consistently delivered.

The successful candidate will be a hands‑on, customer‑focused leader who thrives in a fast‑paced, multi‑customer 3PL environment. You will take ownership of customer relationships, service performance and escalations while working closely with warehouse and operational teams to drive continuous improvement.

Key Responsibilities

• Lead and develop the customer service team, creating a culture of accountability, ownership and continuous improvement.
• Act as the primary escalation point for customer queries, complaints and service issues.
• Build strong, long‑term relationships with key warehouse and logistics customers.
• Conduct regular customer review meetings and service calls.
• Ensure customer enquiries and requests are handled professionally and within agreed service levels.
• Monitor customer service performance and drive improvements across service levels and customer experience.
• Lead service recovery activity when operational issues or service failures occur.
• Proactively communicate potential risks to service delivery and ensure customers are kept informed.
• Investigate complaints and operational issues, identifying root causes and implementing corrective and preventative actions.
• Ensure customer requirements, SOPs and service expectations are clearly communicated across the operation.
• Work closely with Warehouse Operations, Transport, Shipping, Compliance and Finance teams.
• Participate in operational reviews and service meetings.
• Monitor and report on key customer service KPIs, including complaints, response times, order accuracy, service failures, OTIF performance and customer retention.
• Produce regular performance reports and identify opportunities for improvement.
• Support customer business reviews and performance meetings.
• Develop and maintain SOPs and process documentation.
• Support new customer implementations and operational change projects.
• Identify opportunities to improve customer service processes, efficiency and communication.
• Coach, mentor and develop team members through regular one‑to‑ones, training and performance reviews.
• Support recruitment, onboarding and succession planning.
• Champion a proactive, customer‑first approach throughout the business.

About You

We are looking for an experienced customer service professional with a strong background in warehouse, logistics, transport or 3PL operations.

You will ideally have:

• Previous experience leading or supervising a customer service team.
• Experience working within a warehouse, logistics or 3PL environment.
• Strong experience managing customer complaints, escalations and service recovery.
• A good understanding of customer service and service delivery principles.
• Experience investigating operational issues and carrying out root cause analysis.
• Experience working with KPIs, performance reporting and service‑level measures.
• Excellent communication and relationship‑building skills.
• The ability to work confidently across multiple departments and influence operational teams.
• Strong organisational and prioritisation skills.
• Excellent attention to detail and accuracy.
• The ability to remain calm and effective under pressure.
• Proficiency in Microsoft Office.
• Experience using CRM, WMS or other operational systems.

Desirable Experience

Experience in any of the following would be advantageous:

• Multi‑customer 3PL warehousing.
• Warehouse Management Systems (WMS).
• Transport Management Systems (TMS).
• Continuous improvement methodologies.
• Process mapping and SOP development.
• Customer service or leadership qualifications.

What You’ll Bring

The successful candidate will be a customer‑focused and commercially aware leader with the confidence to take ownership and challenge constructively.

You’ll bring:

• A proactive customer‑first mindset.
• Strong accountability and ownership.
• Resilience and determination.
• Excellent problem‑solving skills.
• A positive and constructive leadership style.
• The ability to build strong relationships at all levels.
• A continuous improvement mindset.
• High levels of integrity and professionalism.
• The confidence to operate effectively in a fast‑paced operational environment.

Why Apply?

This is an excellent opportunity for an experienced customer service professional to take ownership of a key function within a busy logistics operation.

You’ll have the opportunity to lead and develop a team, strengthen customer relationships, improve service performance and make a tangible impact on operational standards and customer experience.