Customer Service Manager

Customer Service Manager
Transport & Logistics
Monday - Friday | 8:00am - 6:00pm
£38-£42K + Benefits

Are you an experienced Customer Service Manager looking to make a significant impact within a fast-paced transport and logistics operation?

We are recruiting on behalf of a leading logistics business seeking a commercially focused and customer-centric professional to lead and develop their customer service function. This is an excellent opportunity to join a growing organisation where customer experience, operational excellence, and continuous improvement are at the heart of the business.

Working closely with transport, warehousing, and operational teams, you will play a key role in delivering exceptional service levels whilst driving team performance and customer satisfaction.

As Customer Service Manager, you will be responsible for leading the customer service department, ensuring a seamless customer journey from collection through to delivery. You will manage customer escalations, monitor service performance, and drive continuous improvements across the function.

This position requires a proactive leader who can effectively balance customer expectations with operational requirements while maintaining strong relationships with key stakeholders.

• Lead, coach and develop the customer service team, driving a culture of service excellence and accountability.
• Monitor team performance through KPIs, service standards and regular performance reviews.
• Act as the primary escalation point for customer complaints, service issues and recovery solutions.
• Build and maintain strong relationships with key customers, ensuring expectations are managed effectively.
• Work closely with Transport, Operations and Warehouse teams to resolve service issues and maintain high service levels.
• Manage customer enquiries relating to deliveries, collections, POD requests, damages, shortages and network-related queries.
• Monitor and report on customer service performance, identifying trends and opportunities for improvement.
• Drive continuous improvement initiatives across customer service processes, systems and workflows.
• Support customer retention strategies and ensure compliance with customer contracts, SLAs and service commitments.
• Collaborate with sales and operational teams to enhance customer experience and support business growth.

Essential

• Previous customer service management experience within logistics, transport, distribution or supply chain.
• Strong leadership, communication and stakeholder management skills.
• Experience handling customer escalations and service recovery.
• Strong organisational, analytical and problem-solving abilities.
• Experience monitoring KPIs and producing performance reports.
• Proficient in Microsoft Office, particularly Excel.

Desirable

• Experience with in a pallet network.
• Knowledge of transport operations, logistics processes and SLAs.
• Experience using Transport Management Systems (TMS).

• Competitive salary and benefits package.

• Opportunity to lead and shape a key business function.

• Career development and progression opportunities.

• Supportive and collaborative working environment.

• The chance to make a real impact within a growing transport and logistics business.

If you are looking to take the next step in your Transport career click APPLY NOW!

GRN Search Group is a specialist recruitment consultancy working within the Supply Chain Industry and covers roles within:
Transport & Logistics, Freight & Customs, Distribution & Storage and Procurement & Supply Chain.

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