Are you an experienced Customer Service professional with a background in container haulage or logistics? Do you enjoy leading teams, solving problems and building strong relationships with customers?
We're recruiting for a Customer Service Manager to join a well-established and highly respected logistics business based in Felixstowe. This is a fantastic opportunity to take ownership of a busy customer service function, ensuring customers receive an exceptional experience while supporting the smooth operation of a fast-paced transport environment.
Working closely with transport planners, operational teams and key customers, you'll play a pivotal role in maintaining service standards, developing your team and identifying opportunities for continuous improvement.
The Role
As Customer Service Manager, you will be responsible for overseeing the day-to-day performance of the customer service department, ensuring customer expectations are consistently exceeded while supporting wider business objectives.
Your responsibilities will include:
Leading the Customer Service Team
Managing, motivating and developing a team of customer service professionals.
Allocating workloads and ensuring service levels are consistently achieved.
Conducting performance reviews, coaching sessions and ongoing development plans.
Supporting HR processes including absence management and employee wellbeing.
Delivering Outstanding Customer Service
Acting as the primary escalation point for customer enquiries and service issues.
Building strong relationships with customers and maintaining regular communication.
Managing complaints and resolving issues quickly and effectively.
Ensuring customers receive accurate and timely updates regarding deliveries, delays and operational changes.
Supporting Operational Performance
Working closely with transport planners and operational teams to ensure smooth service delivery.
Proactively identifying and managing potential service disruptions.
Coordinating communication between customers and internal departments.
Supporting accurate rating and administrative processes.
Driving Continuous Improvement
Monitoring customer service performance and identifying areas for enhancement.
Analysing service trends, KPIs and customer feedback.
Implementing process improvements to increase efficiency and improve the customer experience.
Supporting the introduction of new systems, procedures and best practices.
Compliance & Reporting
Maintaining accurate records of customer interactions and service issues.
Producing management reports and service performance data.
Ensuring compliance with company policies and industry standards.
About You
To be successful in this role, you'll be an experienced people manager with a passion for delivering exceptional customer service within a transport or logistics environment.
You'll ideally have:
Previous experience managing or supervising a customer service team within container haulage or logistics.
A strong understanding of transport operations and supply chain processes.
Excellent communication skills with the ability to build credibility at all levels.
Experience handling escalated customer issues and key client relationships.
Strong organisational and problem-solving abilities.
The ability to remain calm and make effective decisions in a fast-moving environment.
A proactive and customer-focused approach.
Good IT skills, including Microsoft Office applications.
Desirable Experience
Knowledge of TOPS or similar transport management systems.
Understanding of UK transport legislation and compliance requirements.
Experience managing strategic or key account customers.
Why Join?
Competitive salary of £40,000 per annum.
Join a successful, growing business with an excellent reputation within the logistics sector.
40-hour working week, Monday to Friday.
20 days annual leave, increasing with length of service up to 25 days.
Additional birthday leave after successful completion of probation.
Life Assurance from day one.
Free Employee Assistance Programme available 24/7.
Health and wellbeing subscription.
Dress for your workday policy.
A supportive working environment where your contribution will make a genuine impact.
If you're passionate about customer service, enjoy leading teams and have experience within the container transport industry, we'd love to hear from you.
If you have any questions please dont hesitate in contacting Simon Rapley -
ARC Recruitment operates in accordance with the Employment Agencies Act 1973, the Conduct of Employment Agencies and Employment Businesses Regulations 2003, and all applicable UK employment legislation. We are committed to equal opportunities and comply with the Equality Act 2010 and all relevant data protection laws, including UK GDPR and the Data Protection Act 2018
Salary description
£40000.00 - £40000.00 per year