Overview
We're hiring a Customer Service Manager, reporting directly to the UK Transport Director. You\'ll lead and support a dynamic team of around 15 people, with two direct reports in a fast-paced environment, encouraging them to innovate processes and leverage technologies for continuous improvement. You will ensure exceptional service to over 700 customers, supporting our 13 sites across the UK and our nationwide Transport network. You will handle everything from processing orders to final invoicing, managing deliveries, and engaging with customers to ensure their satisfaction. In this influential role your primary focus is on enhancing customer engagement, creating and maintaining great relationships with our customers, ensuring robust reporting and communication strategies. You will elevate Lineage\'s reputation through exceptional service. We value an inquisitive mind, determination, and the ability to challenge the status quo to improve our service.
Responsibilities
* Improve customer service to foster engagement and build great relationships.
* Resolve customer issues promptly and effectively, escalating as needed.
* Set clear goals for the Customer Services team and implement strategic plans for reporting and communication.
* Develop and enforce service procedures, policies, and standards.
* Maintain accurate records of customer service actions and discussions.
* Analyse data to create KPI reports and identify improvement areas.
* Recruit, mentor, and empower team members to excel.
* Stay updated on industry developments and apply best practices.
* Ensure smooth workflow according to priorities and timelines.
* Engage with all levels of internal and external customers, striving for excellence. Stay focused on the big picture with our diverse customer base, understanding the nuances of business relationships. Engage comfortably with stakeholders at all levels and excel in promoting and managing change for excellent performance.
Qualifications
* Proven experience leading a customer service team in a large, multi-site operation.
* Excellent client-facing and communication skills.
* Effective people management, working well with colleagues at all levels.
* An engaging managerial style, fostering growth and mentoring your team.
* Strong analytical skills, familiar with Customer Service software (Salesforce ServiceCloud preferred), Power BI, Excel, and other tools for KPI reporting.
* Strong commercial insight with a balanced perspective.
* A passion for delivering exceptional customer service.
* A degree in Business Administration or a related field advantageous but not essential.
About Lineage
Lineage is the world\'s largest and most innovative provider of temperature-controlled logistics solutions. We help move food from farms to the dinner table, with more than 22,000 employees across over 400 locations and spanning 20 countries. We operate across North America, Europe, Asia-Pacific, and South America. We offer a friendly and supportive environment guided by our senior team, with values: Safe, Trust, Respect, Innovation, Bold, and Servant Leadership. We provide leadership that clears the path to success for our teams.
Join a dynamic, world-leading business and drive change with a well-established team. You\'ll be part of a supportive environment and benefit from leadership aligned with our values. We offer competitive pay, paid time off, skills training, and development opportunities to grow a long and fulfilling career, plus generous rewards for referrals. We also offer a cycle-to-work scheme and preferential rates for loans and savings via a leading credit union.
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