Senior Customer Service & Key Accounts Manager

Hawkins Logistics Limited; Lichfield; On-site; GBP 40,000 - 55,000; Full time

Job summary

A leading logistics company is seeking a Senior Customer Service & Key Accounts Manager to lead their customer service team and manage key client relationships. This role focuses on service excellence, client partnerships, and driving business growth through effective contract management and operational excellence. The ideal candidate will have extensive experience in logistics customer service management and demonstrate strong leadership and communication skills.

Benefits

Company Car

Annual Leave

Employee Benefits Package

Qualifications

• Minimum five years’ experience in logistics customer service management.
• Proven track record in key account management.

Responsibilities

• Lead customer service team and manage strategic client relationships.
• Ensure service excellence and contractual compliance.
• Prepare and present client presentations and performance updates.

Skills

Leadership

Negotiation

Communication

Problem Solving

Education

Relevant Degree or Professional Qualification

Job description

Senior Customer Service & Key Accounts Manager

Senior Customer Service & Key Accounts Manager

Direct message the job poster from Hawkins Logistics Limited

Senior Customer Service & Key Accounts Manager

Position Overview:

Hawkins logistics requires a Senior Customer Service & Key Contracts Manager who will be responsible for leading the customer service team while managing strategic client relationships and key accounts. This role focuses on maintaining service excellence, developing client partnerships, and ensuring contractual compliance while driving business growth.

Key Responsibilities:

Contract Management:

In this role, you will be responsible for managing and developing strong relationships with key clients, ensuring their ongoing satisfaction and loyalty. You will create and implement strategic account development plans tailored to each client’s needs, while conducting regular review meetings to assess performance and identify areas for improvement. A key part of the role involves uncovering growth opportunities within existing accounts and delivering bespoke service solutions that align with client goals and drive mutual success.

As a leader of the customer service team, you will be responsible for guiding and developing team members to deliver exceptional service. This includes setting and monitoring high service standards, implementing best practice procedures, and driving continuous improvement through targeted service initiatives. You will oversee performance management and support the professional growth of your team through structured training and development programs, ensuring a culture of excellence and accountability.

Operational Excellence:

In this role, you will be responsible for monitoring service delivery performance and ensuring alignment with operational goals through close coordination with our operations teams. You will lead problem-solving efforts and resolve issues efficiently, while driving the implementation of process improvements to enhance service quality. Conducting regular service quality audits and analysing performance reports will be key to identifying trends and opportunities for growth. Additionally, you will manage customer feedback to inform the operations teams of any service failures or achievements, ensuring a consistently high standard of service delivery.

Communication & Reporting:

This role involves delivering regular board-level reporting and maintaining clear, effective communication with key stakeholders. You will be responsible for preparing and presenting client presentations, leading team briefings, and providing timely performance updates. A key part of the role includes compiling customer satisfaction reports to inform strategic decisions. Additionally, you will manage incident-related communications and contribute to continuous service improvement through structured reporting and feedback mechanisms.

Required Qualifications & Experience:

The ideal candidate will bring a minimum of five years’ experience in logistics customer service management, with a proven track record in key account management and a strong background in contract oversight. Demonstrated leadership and team management capabilities are essential, along with excellent communication skills to effectively engage with clients and internal stakeholders. A relevant degree or professional qualification would be advantageous, further supporting the candidate’s ability to thrive in a fast-paced, client-focused environment.

Key Skills:

This role requires a strategic thinker with strong planning capabilities, able to navigate complex challenges through effective problem-solving and decision-making. The ideal candidate will possess excellent negotiation and influencing skills, enabling them to manage diverse stakeholder relationships with confidence and diplomacy. Strong leadership and communication abilities are essential, ensuring clear direction, team alignment, and successful collaboration across all levels of the organisation.

This role will be office based at our Fradley site and will involve regular client visits so UK travel will be required. This role will require flexible working hours with occasional weekend on-call responsibilities

EV Company car

Annual leave

Employee benefits package

Seniority level

• Seniority level

  Mid-Senior level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Sales and Business Development

• Industries

  Transportation, Logistics, Supply Chain and Storage

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