Are you an experienced Customer Service Manager looking to move into a newly created role and make it your own? Our client is a rapidly expanding logistics company committed to delivering exceptional service and innovative supply chain solutions who are are on a mission to become the UKs leading contracts logistics business. They are recruiting for the newly created role of Customer Service Manager to oversee a team of 10 of Customer Service agents who work 24 hours per day, 365 days per year. Day-to-day of the role: Manage the daily operations of the customer service teams across multiple locations, operating 24/7. Develop and implement customer service strategies that align with company objectives. Monitor and report on key performance indicators (KPIs) within the customer service environment. Collaborate with Operation Managers to ensure effective information flow and resource allocation for the customer service team. Coordinate with various stakeholders to resolve customer feedback, ensuring all complaints and issues are logged and addressed within agreed timeframes. Lead, mentor, and develop the customer service team, providing regular training to enhance skills and knowledge of contractual obligations. Produce and update training documentation and Standard Operating Procedures (SOPs) in line with business changes. Streamline workflows and implement system and process improvements in collaboration with other departments. Compile and issue customer reports in line with expectations and analyse customer and internal data to drive service improvements. Conduct regular site visits and manage onboarding training for new staff members. Assist in HR matters including staff rotas, holiday approvals, recruitment, onboarding, performance reviews, and other related tasks. Required Skills & Qualifications: Minimum 2 years of experience in a customer service management role, preferably within the logistics sector. Demonstrated ability to improve customer service and team performance. Proficient in using CRM systems and logistics software. Strong organisational skills with the ability to effectively use data and present information clearly. Excellent analytical and problem-solving skills, capable of working under pressure in a fast-paced environment. Proven leadership and team management abilities. Exceptional communication and interpersonal skills. Meticulous record-keeping and a high level of attention to detail. A proactive “can do” attitude, promoting best practices and teamwork, always leading by example. Commitment to the company values – Flexible, Respectful, Supportive, Mindful. Benefits: Opportunity to work in a dynamic and growing company. Chance to lead and develop a diverse team in a supportive environment. Regular opportunities for professional development and training. This role will require weekly travel to the Sunbury on Thames site and some out of hours working and is 100% office based. If this sounds like it could be you next opportunity the please apply and I will call you to discuss in more detail.