Are you ready to help revolutionise transport and join the UK’s largest Digital Freight Business? Our Future is digital, and Our Future is NOW! This is your opportunity to join our incredible team and help transform the way the transport industry works. Nine times out of ten when you see a heavy-duty vehicle they are not at full capacity. When heavy-duty vehicles are not at full capacity, they throw unnecessary CO₂ into the atmosphere. Our platform creates a Digital Network that enables loads to be delivered more efficiently, at a better price and with greater quality than ever before. We want our Hauliers and Customers to benefit from using our extensive network to help them fill their empty capacity and reduce their carbon footprint. DigiHaul brings together smart technology and expert knowledge, we make end-to-end logistics seamless and stress-free. Our daily mission is to provide our Hauliers and Customers with nothing but excellent service and solutions, including excellent on time performance and an end-to-end managed service with un-paralleled visibility every step of the way. We’re driven and determined to deliver a fast, flexible, and reliable solution that makes road freight work better – for everyone. About you You are someone who enjoys a fast paced, dynamic work environment, who excels in quick problem solving and likes to get the job done! You are able to work tactically and think strategically as the business rapidly scales. You understand how integral you are to the success and future of DigiHaul and the part you play in transforming the transport industry. Customer Experience Team Leader Responsiblities - Manage the day to day Customer Service & escalations within the customer services team providing key customer services to both shippers and hauliers. - Work closely with the operations team to identify areas of improvement to customer performance to support enhancements to service offering. - Build and maintain positive customer relationship to ensure ongoing we have happy customers and improve our net promoter score. - Build and maintain positive carrier relationship to ensure ongoing mutual success. - Act as customer & carrier escalation point if service quality is not being met - escalating to ops managers with ops issues. - Identify potential process improvements post transition and lead improvement initiatives. - Develop the team so that everyone within the team is fully trained and gaps identified and plans in place to train. What do you need to be a Customer Experience Team Leader? - Experience of road transport distribution and logistics operations. - Experience of Service centre process & activity. - Accustomed to working with multiple functions to achieve a rounded solution. - Strong influencing skills and experience of managing without authority and demonstrable stakeholder management experience. - Good working knowledge of functional aspects of a distribution business, e.g. finance, HR, project. - Great team player. Effective working in a team and independently. - Familiarity with Project management & Quality standard disciplines. - Able to set clear, concise, and achievable goals and objectives. - Strong written and verbal English communication skills. - Comfortable working in an agile environment with changing priorities. - Strong communication, facilitation, and presentation skills. - Capable of tailoring messages to target particular audiences. - Excellent analytical and problem-solving skills. - Ability to interpret large data sets and turn information into action. - Working knowledge of less standard software e.g. Power Bi, Transport Planning, Systems, CFX/OTM advantageous. What will you get in return as a Customer Experience Team Leader? You will receive access to a variety of our excellent benefits which in addition to an attractive salary include: - 33 days holiday - 15% non-contractual bonus - Access to Pension Scheme plans - Access to Private Medical Cover - Access to Employee Benefit Portal including retail discounts - Access to Cycle to Work scheme* - Access to Employee Assistance Programme - Access to Electric Vehicle Salary Sacrifice lease scheme* - Birthday vouchers - Health Assessments* - Training, development opportunities and more *subject to T&Cs What you’ll need to do next? Joining the DigiHaul family is easy! If you feel that you meet the criteria of this Customer Service Team Leader role, simply apply online, uploading an up-to-date CV with your application. We will ensure that all our resourcing activities are fair, transparent and consistent across the UK. We want to ensure that the candidate experience is of the highest professional standard. The Company is committed to providing equality of opportunity for all employees. Furthermore, we aim to ensure our workplaces are free from discrimination and that not only employees but also our potential future employees are treated fairly and with dignity and respect. We will ensure that equality of opportunity maintains a high profile in our organisation.