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’ll 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
This role involves working with all departments to enhance our customer service experience.
• 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.
Who we are looking for:
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.
To succeed in this role, you’ll need:
• 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.
What’s in it for me?
Join a dynamic, world-leading business and drive change with a well-established team. You’ll be part of a friendly and supportive environment, guided by our senior team during your start with Lineage. We support leadership aligned with our values: Safe, Trust, Respect, Innovation, Bold, and Servant Leadership. This means our leaders clear the path to success for their teams. You’ll enjoy leading this way, and we’ll lead you the same.
Job reference: INDUK
Why Lineage?
We are a global company with more than 22,000 employees spanning 20 countries and more than 400 locations across North America, Europe, Asia-Pacific, and South America.
At Lineage Logistics, we have a shared purpose; we are transforming the food supply chain to eliminate waste and help feed the world. This means working at Lineage is not just a job – it’s an opportunity to innovate and put your mark on how food moves from the farm to dinner tables around the world. As a member of our team, you will be a critical link in the food supply chain.
Our shared purpose drives everything we do in all parts of our organisation, from the warehouse floor to the office. Our team members are passionate about the impact they make every single day.
We are an equal opportunities employer and positively encourage applications from persons regardless of sex, race, disability, age, sexual orientation, gender reassignment, religion or belief, marital status, or pregnancy and maternity. At Lineage we also recognise that Ex-Military, veterans, and military families have great experience with transferable skills and core values that can add significant value to our organisation.
Benefits
As a Lineage team member, we aim to provide everything you and your family need to thrive. That’s why we offer competitive rates of pay, paid time off, skills training, and development opportunities to grow a long and fulfilling career with us – plus generous financial rewards when you successfully refer new employees. This is enhanced by recognition schemes (so that your hard work won’t go unnoticed), plus the chance to make your salary go even further with our cycle-to-work scheme and preferential rates for loans and savings courtesy of a leading credit union.
Your everyday wellbeing is also important to us, so we will provide you with all the protective equipment you need to be safe and comfortable at work, and you will have access to a free 24/7 employee assistance phone line, which offers confidential counselling and advice. With all of this offered against the backdrop of a fun and social environment in which you will be supported by a team who enjoy helping each other in achieving their goals, we are confident you will excel with us.