Transport Customer Services Supervisor

TLP recruitment; Colchester; On-site; GBP 35,000 - 40,000; Full time

Job summary

A leading logistics company in the United Kingdom is seeking a Customer Services Supervisor to manage and lead a customer service team. You will handle escalated issues, ensure customer satisfaction, and coordinate with logistics teams. The ideal candidate will have previous supervisory experience and excellent communication skills. This role offers a salary of £35-40K DOE and various benefits, including pension and medical insurance.

Benefits

Pension

Free Parking

Medical Insurance

Death in Services

Cycle to work scheme

Electric Vehicle scheme

Gym Discounts

Funded learning

Company Socials

Achievement awards

Qualifications

• Experience in transport, logistics, or a related field.
• Previous supervisory experience or strong organisational skills.
• Can manage customer interactions smoothly.

Responsibilities

• Supervise customer service team to ensure excellent service.
• Handle escalated customer issues effectively.
• Coordinate with logistics to keep customers informed.

Skills

Diplomatic superpowers

Excellent communication

Problem solving

Solid IT skills

Knowledge of transport processes

Job description

Transport Customer Services Supervisor – Elmstead Market

Salary £35-40K DOE

Hours: 8-5 or 9-6 Flexible

Benefits

• Pension
• Free Parking
• Medical Insurance
• Death in Services
• Cycle to work scheme
• Electric Vehicle scheme
• Gym Discounts
• Funded learning
• Company Socials
• Achievement awards

Role Purpose

We are working with a well‑known logistics company offering next day delivery across the UK and Europe who are seeking a Customer Services Supervisor to heroically lead a team of customer service legends while juggling phone calls, drivers, planners, and the occasional mysteriously vanishing delivery. Your mission: keep customers happy, keep the office sane, and keep transport running smoother than a well‑oiled forklift.

Key Responsibilities

Customer Service & Communication

• Supervise a team who answer the phone before it even rings (we can dream).
• Handle escalated customer issues with charm, confidence, and the patience of a saint.
• Provide service updates without breaking into interpretive dance (optional but appreciated).
• Build relationships with customers who may or may not think you control the weather, traffic, and driver lunch breaks.

Team Leadership

• Coach, guide, and occasionally bribe your team with biscuits to hit targets.
• Monitor performance and gently remind everyone that “Replying to emails” is indeed part of the job.
• Manage rotas and ensure the office isn’t staffed entirely by people who forgot they were on holiday.
• Hold team meetings that are short, informative, and only slightly off‑topic.

Operational Coordination

• Work with transport planners, drivers, and whoever else knows where the vehicles actually are.
• Keep customers updated on delays caused by traffic, weather, or spontaneous tractor parades.
• Ensure booking and CRM systems are accurate (no made‑up postcodes, please).

Reporting & Administration

• Produce reports that make you look organised and impress management.
• Track KPIs like response times, customer satisfaction, and team biscuit consumption.
• Keep accurate records of all customer interactions with minimal eye‑rolling.

Skills & Experience Required

• Experience in transport, logistics, or any job that required diplomatic superpowers.
• Previous supervisory experience or at least the ability to organise humans.
• Excellent communication, problem solving, and “I can fix this” energy.
• Solid IT skills and the willingness to pretend computers always behave.
• Knowledge of transport processes (or the ability to Google at speed).

Personal Qualities

• Customer‑obsessed in a healthy way
• Calm under pressure (or good at pretending)
• Sense of humour essential
• Detail‑oriented enough to spot a wrong postcode from 30 feet away
• A team player with the ability to lift spirits — even when the lorry won’t start