Customer Service Manager

Freightserve recruitment are looking for a Customer Service Manager for a well-established Freight / Courier company. The company is based in the Heathrow area.

Responsibilities

- Manage, coach and develop Shift Leaders to ensure consistent leadership, service delivery and operational control across all shifts. Ensure Shift Leaders are effectively leading Customer Service Advisors and maintaining high standards of customer support, communication and issue resolution.

Oversee daily proactive reporting, ensuring delivery delays, missing items and service exceptions are identified, investigated and resolved within agreed timescales. Act as the senior escalation point for complex customer issues, supporting Shift Leaders with resolution plans and customer communication where required.

Review team performance metrics and SLA's including response times, resolution rates, customer satisfaction, quality scores and productivity, implementing improvement plans where needed. Ensure regular call and case quality checks are completed by Shift Leaders and that feedback is captured, actioned and followed up in a structured way.

Own and maintain customer service SOPs, ensuring compliance, consistency and adherence across all shifts and locations. Work closely with internal departments, carriers and operational teams to resolve recurring issues and improve the customer experience.

Oversee shift briefings, handovers and communication logs, ensuring information is accurate, timely and available to all relevant stakeholders. Support workforce planning, shift cover, holiday planning and absence management in line with business requirements.

Identify training needs across the department and ensure Shift Leaders are equipped to mentor, coach and develop their teams. Analyse customer feedback, complaints and operational trends to recommend service improvements and prevent repeat issues.

Prepare daily, weekly and monthly reports for the Head of Product Innovation and Carrier Management highlighting performance, risks, trends and recommended actions.

Person Specification

- Strong people manager with the ability to lead through others and set clear expectations. Organised, self-disciplined and able to manage competing priorities across shi...

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