Customer Service Manager

At Gregory Distribution Ltd, we are committed to delivering excellence in logistics and transport services. Our team is dedicated to maintaining high standards of compliance and operational efficiency. Join us and grow your career in a supportive and expanding business environment. We foster a strong culture of teamwork and continuous improvement.

At Gregory Distribution, we are seeking an experienced Customer Service Manager to lead the delivery of exceptional customer service and support business growth. The ideal candidate will bring proven leadership experience within a customer service management role, preferably in the transport and logistics sector.

• Oversee and nurture relationships with our customers, ensuring their needs are met and expectations exceeded.
• Drive customer service satisfaction by proactively identifying opportunities to improve service levels and enhance the customer experience.
• Travel between our depots and customer premises for face-to-face meetings, ensuring clear communication and understanding of requirements.
• Collaborate closely with depot managers and our traffic department to align strategies and ensure seamless customer service delivery and smooth running of the operation.
• Analyse customer service performance data and produce reports on key metrics, trends, and areas for improvement.
• Answering all queries confidently and professionally via email, phone and face to face.
• Implement a robust efficient returns and refusals process to give clear visibility and traceability from start to finish and adhering to customer expectations.
• Lead and manage our Customer Service Team. Authorising holiday requests and maintaining suitable office cover, coordination of activities including, Daily Service Reports, OTIF, KPI Monitoring.
• Be proficient and use various IT systems both internal and external.
• Support business development activities by contributing to customer retention and growth opportunities.
• Ensure all operations comply with relevant health, safety, and environmental legislation and regulations.

• Proven experience in customer service, preferably in the logistics or transportation industry.
• Have excellent communication skills both written and verbal, with the ability to build rapport and trust with customers.
• Strong strategic focus and continuous improvement experience.
• Ability to manage multiple accounts and priorities.
• Able to work as part of a team and on your own initiative.
• Excellent organisation skills and ability to prioritise workload with a proactive approach.
• Attention to detail and the ability to meet deadlines.
• Proficiency in MS packages, including Word, Excel and Outlook.

£43,000 per annum - £48,000 per annum, depending on experience.

08:00hrs - 17:00hrs, Monday to Friday. Due to the nature of the role, a flexible approach to working hours is required to support operational and customer needs, this may include weekend hours.

Monthly Courses for a variety of areas.

• Additional holiday purchasing scheme*
• Retail discounts with Circular Benefits*
• Retail Trust Wellbeing Support*
• and more.

Explore opportunities for professional development within our expanding business.

• Excellent holiday allowance.
• Life assurance
• pension
• and sickness scheme*.

• Christmas Savings Club*
• Black Circle Tyre Discount*
• Cycle To Work Scheme*
• Free Uniform and paid Volunteer Day.

Benefit from the Retail Trust Wellbeing Support
* program.

Be part of a strong culture of teamwork and collaboration.

Applicants must be eligible to work in the UK with no restrictions. Proof of Right to Work will be required at the interview stage.