Customer Services Manager - Transport Operations

Aptean; East Midlands; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading technology solutions provider in Enderby, UK, is seeking a Manager for Customer Service. This full-time role involves managing a team to enhance customer satisfaction, analyze service processes, and ensure operational efficiency. Prior experience in transport isn't essential; problem-solving skills and adaptability are key. You'll enjoy competitive pay and career development opportunities in a flexible working environment.

Benefits

Competitive pay

Robust benefit plans

Career development opportunities

Qualifications

• Experience managing a team is essential.
• Ability to solve problems efficiently and with a solution-based mindset.
• Good presentation and interpersonal skills.

Responsibilities

• Manage the customer services team, set objectives, and review performance.
• Utilize the EVENT platform for monitoring operations.
• Respond promptly to customer queries and act during high workloads.

Skills

Team management

Problem solving

Communication skills

IT skills

Stakeholder relationship management

Job description

Overview

Manager, Customer Service

Enderby - UK

Are you ready for what’s next, now? We’re looking for a Manager, Customer Service for our 3T Technology and Logistics office in Enderby, UK. The position is full-time, hybrid working. You’ll join an awesome team to support our growing customer base.

About the Role

Responsibilities encompass manage, motivate, and develop the customer services team, including recruitment, training, and performance management, set clear objectives and KPIs for the team and regularly review performance, ensuring regular communication by direct reports with Customers, and Service Providers is maintained, and meaningful relationships are established. Acting as an escalation point as and when required. A key focus of the role is the systematic analysis of customer demand, complaints, and resource-intensive activities, using root cause analysis to eliminate repeat issues, reduce avoidable workload, and drive operational efficiencies in partnership with Transport Operations; identify opportunities to streamline processes, improve first-contact resolution, and reduce unnecessary escalation.

Working as part of the 3T 4PL team you'll gain experience in various areas of transport and logistics. Our customers trust us to manage the transportation of their goods and are at the forefront of our decision-making.

Prior experience of Transport is not essential but problem solving and a willingness to learn are key.

Main responsibilities

• Manage, motivate, and develop the customer services team
• Set clear objectives and KPIs for the team and regularly review performance.
• Utilize the EVENT platform for monitoring operational activities.
• Report daily operational Key Performance Indicators (KPIs) both internally and externally.
• Respond promptly and professionally to customer queries.
• Be willing and capable of stepping into operational customer service roles during periods of annual leave, sickness absence, or exceptionally high workload.

About you

• Experience in managing a team.
• Experience in a customer service or transport role is preferred, but not essential.
• Problem Solving: Aptitude is key, as is the ability to efficiently solve problems with a solution-based mindset.
• Initiative and Motivation: Capable of working independently, taking initiative, and being self-motivated.
• Adaptability: Experienced in working in a fast-paced environment with the ability to prioritize tasks effectively.
• Stakeholder Relationship Management: Ability to form and nurture relationships with key stakeholders both internally and externally.
• IT Skills: Possesses excellent IT skills to navigate systems and tools effectively.
• Communication Skills: Demonstrates good presentation, communication, and interpersonal skills.

What’s in it for you?

Aptean offers competitive pay and robust benefit plans along with the opportunity to grow your career in a fast-paced, flexible and casual environment, an outstanding opportunity for career development and growth.

About Aptean

At Aptean, our mission is to solve tomorrow’s unique challenges today with unrivaled, purpose-built software and superior customer experiences from people who care. Aptean is a global provider of mission-critical, industry-specific software solutions. Aptean’s purpose-built ERP and supply chain management solutions help address unique challenges facing process and discrete manufacturers, distributors and other focused organizations. Aptean’s compliance solutions are built for companies serving specific markets such as finance, healthcare, biotech and pharmaceuticals, over 10,000 highly specialized organizations in more than 20 industries and 80 countries rely on Aptean to streamline their everyday operations. "At Aptean, our global and diverse employee base is our greatest asset. It is through embracing and understanding our differences that we are able to harness our individual power to maximize the success of our customers, our employees and our company." –TVN Reddy