Role Profile
Customer Services Manager
Role Purpose
The Customer Services Manager is responsible for enhancing the end-to-end customer experience across the Company. The role ensures that customer enquiries and complaints are managed efficiently, professionally, and proactively, with a focus on early resolution to prevent escalation, protect customer relationships, and support sustainable business growth.
The Customer Services Manager provides clear oversight of key business KPIs, monitors performance trends, and identifies risks and improvement opportunities. Working cross-functionally, the role drives root cause analysis and implements corrective actions to improve service delivery and operational effectiveness.
In addition, the Customer Services Manager supports the CEO on customer-focused and strategic initiatives, acting as a trusted partner to coordinate projects, ensure alignment across teams, and deliver measurable outcomes.
Key Responsibilities
Customer Queries & Complaints
* Act as the primary owner for customer queries and complaints, ensuring timely, accurate and empathetic resolution
* Proactively manage potential issues to prevent escalation to senior leadership or formal disputes
* Handle complex or high-risk complaints personally where appropriate
* Ensure customers receive clear communication, realistic timelines and consistent updates
* Focus on escalation prevention and continuous improvement
* Identify recurring issues, themes and root causes from customer feedback and complaints and work with senior management to implement control measures
* Work with internal teams to address systemic issues and prevent repeat complaints
* Develop and maintain clear complaint-handling processes and standards via a non-conformance register.
* Promote a proactive, customer-first culture across the business
KPI Ownership & Reporting
* Define, monitor and manage customer experience KPIs (e.g. response times, resolution times, complaint volumes, escalation rates, satisfaction scores)
* Produce regular insight-led reports for the Senior Leadership Team
* Use data to drive improvement actions and measure their effectiveness
CEO & Strategic Project Support
* Support the CEO with customer-related and cross-functional projects
* Coordinate actions across teams to ensure timely delivery of agreed initiatives
* Provide clear updates, risk flags and recommendations to the CEO
* Act as a reliable point of execution for priority projects
Stakeholder Management
* Build strong working relationships with internal teams to ensure customer issues are resolved efficiently
* Act as a calm, credible point of contact for customers, particularly in sensitive situations
* Represent the voice of the customer in internal discussions and decision-making
Decision Making & Authority
* Authority to manage customer communications and resolutions within agreed commercial and policy parameters
* Authority to prioritise customer issues and recommend corrective actions
* Escalation to the CEO only where resolution is not achievable at Terminal Manager level
Skills, Experience & Attributes
Essential
* Proven experience managing customer queries and complaints in a fast-paced environment
* Strong stakeholder management and communication skills
* Experience tracking, managing and reporting KPIs
* Ability to work proactively, anticipate issues and act before escalation occurs
* Highly organised, calm under pressure, and solutions-focused
* A natural aptitude for continuous improvement.
* Strong IT literacy, able to operate Excel and PowerPoint proficiently.
* B2B experience.
Desirable
* Experience in logistics and Port operations or Supply Chain
* Experience supporting senior leadership or CEO-led projects
* Process improvement or customer journey mapping experience
* Familiarity with non-conformance processing and systems
Personal Attributes
* Proactive and commercially aware
* Confident decision-maker with sound judgement
* Empathetic but firm when required
* Detail-focused with the ability to see the bigger picture