Logistics Customer Service Leader - Remote/Hybrid

Freightserve Recruitment; Greater London; Hybrid; GBP 38,000 - 55,000; Full time

Job summary

Freightserve recruitment is seeking a Customer Service Manager for a well-established Freight/courier company in the Heathrow area. You will lead and develop Shift Leaders, ensuring high-quality customer support and effective issue resolution across shifts.

You will oversee performance metrics, coaching, and SOP maintenance while collaborating with internal teams to improve the customer experience and prevent repeat issues. DBS check and a proven, continuous service mindset are required.

Qualifications

• Experience leading customer service teams in logistics or freight environments.
• 3+ years in a supervisory or team-management role.
• Strong understanding of customer support processes, escalation management and quality assurance.

Responsibilities

• Lead, coach and develop Shift Leaders to ensure strong leadership and service delivery across all shifts.
• Ensure Shift Leaders drive high standards of customer support and issue resolution.
• Oversee reporting on delays, missing items, and service exceptions within agreed timescales.
• Act as senior escalation point for complex customer issues and coordinate resolution plans.
• Monitor metrics and SLAs, identify trends and implement improvement plans.
• Conduct call and case quality checks and ensure feedback is captured and acted on.
• Maintain up-to-date customer service SOPs and ensure cross-location consistency.
• Collaborate with internal teams, carriers and operations to improve customer experience.
• Lead shift briefings, handovers and communication logs for visibility across stakeholders.
• Support workforce planning, holiday planning and absence management.
• Identify training needs and develop Shift Leaders to mentor their teams.
• Analyze customer feedback and trends to drive improvements and reduce repeats.
• Prepare regular performance and risk reports for Head of Product Innovation and Carrier Management.

Skills

Leadership

Customer service

Performance management

Communication

Stakeholder management

Problem-solving

Tools

MS Office

CRM systems

Job description

Freightserve recruitment is seeking a Customer Service Manager for a well-established Freight/courier company in the Heathrow area. You will lead and develop Shift Leaders, ensuring high-quality customer support and effective issue resolution across shifts.

You will oversee performance metrics, coaching, and SOP maintenance while collaborating with internal teams to improve the customer experience and prevent repeat issues. DBS check and a proven, continuous service mindset are required.