A key focus of the role is the systematic analysis of customer demand, complaints, and resource-intensive activities, using root cause analysis to eliminate repeat issues, reduce avoidable workload, and drive operational efficiencies in partnership with Transport Operations; identify opportunities to streamline processes, improve first-contact resolution, and reduce unnecessary escalation.
Reporting to the customer services Director the ideal candiadte must be a graduate Prior experience of Transport is essential
you will Manage, motivate, and develop the customer services team
Set clear objectives and KPIs for the team and regularly review performance.
Utilize the EVENT platform for monitoring operational activities.
Report daily operational Key Performance Indicators (KPIs) both internally and externally.
Respond promptly and professionally to customer queries.
be willing and capable of stepping into operational customer service roles during periods of annual leave, sickness absence, or exceptionally high workload.
About You
Experience in managing a team.
Experience in a customer service and transport essential
Problem Solving: Aptitude is key, as is the ability to efficiently solve problems with a solution-based mindset.
Initiative and Motivation: Capable of working independently, taking initiative, and being self-motivated.
Adaptability: Experienced in working in a fast-paced environment with the ability to prioritize tasks effectively.
Stakeholder Relationship Management: Ability to form and nurture relationships with key stakeholders both internally and externally.
IT Skills: Possesses excellent IT skills to navigate systems and tools effectively.
Communication Skills: Demonstrates good presentation, communication, and interpersonal skills.
Working as part of the 4PL team you'll gain experience in various areas of transport and logistics. Our customers trust us to manage the transportation of their goods and are at the forefront of our decision-making.
Responsibilities encompass manage, motivate, and develop the customer services team, including recruitment, training, and performance management, set clear objectives and KPIs for the team and regularly review performance, ensuring regular communication by direct reports with Customers, and Service Providers is maintained, and meaningful relationships are established. Acting as an escalation point as and when required.
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