Customer Service Manager

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Job Type: Full-time, Permanent

Shift Pattern:
To be discussed at interview

Salary: £45,000 – £50,000 per year

Based:
Chesterfield

At Romac Logistics, people are the foundation on which we build our success. Our strong culture values collaboration and fostering relationships among our diverse teams. We strive to cultivate a workplace culture that encourages employees to be their best selves, to feel respected, and to take pride in the work they do. Our people are our biggest asset and creating an environment where they can thrive is essential to our success.

We believe that fostering a culture of inclusion and diversity of thought leads to innovative ideas and creative solutions.

We understand that by investing in our people, we are creating a foundation for success. We celebrate the unique talents and perspectives of our employees and the contributions they make to our business. We recognise that our people are our most important asset and through them, we will continue to shape a sustained and successful future for our organisation.

We are looking for an experienced Customer Services Manager to join our team based at our Chesterfield operation.

This is a key management position with responsibility for overseeing and developing the customer service function across the entire Romac Logistics network throughout England and Scotland.

The successful candidate will lead our central Customer Service team, which provides 24/7 visibility and support across our transport network, while working closely with operational teams across multiple sites to ensure consistently high standards of customer service.

This role requires someone who can combine strong people leadership with a detailed understanding of operational performance. You will ensure the team provides proactive visibility of deliveries, identifies potential service failures before they occur and communicates effectively with customers and internal stakeholders.

You will also act as a senior point of contact for our customers, building strong relationships and confidently managing service reviews, escalations and performance discussions.

Working closely with senior leaders across Romac Logistics, you will use customer feedback, operational data and service KPIs to identify trends, challenge performance and drive continuous improvement across the network.

• Lead and develop the Customer Service function across the Romac Logistics network throughout England and Scotland.
• Directly manage and develop the Chesterfield-based Customer Service team providing 24/7 network coverage.
• Establish clear standards, processes and expectations for customer service delivery across the business.
• Ensure the team maintains proactive visibility of vehicles, drivers and deliveries across the network.
• Drive a proactive approach to customer communication, ensuring potential delays and service failures are identified and communicated before they impact the customer.
• Ensure accurate and timely production of daily, weekly and monthly customer service, DOT and KPI reporting.
• Monitor network-wide service performance, identifying trends, recurring issues and areas requiring improvement.
• Take ownership of significant customer service issues and escalations, ensuring effective communication through to resolution.
• Build and maintain strong relationships with key customer contacts and senior stakeholders.
• Lead and participate in customer service and performance review meetings, presenting service results, trends, challenges and improvement actions.
• Work closely with General Managers, Transport Managers and operational teams across the network to improve service performance.
• Engage confidently with senior leadership within Romac…