* Operations Service Manager
* CS & Logistics
About Our Client
Page Group are delighted to be partnering with an industry leading Distribution & Logistics focused business who are looking to appoint a Operations Service Manager within a newly created role. This role is critical in supporting the customer on a daily basis and will manage 3 areas: Customer Service (B2B), Admin & Control Centre (reactive customer solutions - supporting field teams).
Job Description
* Management and oversight of 50fte across 3 teams with 3 direct reports (manager level).
* Customer Service - responsible for daily interactions with B2B customers, updating them on potential changes to their orders.
* Administration - back office support for the wider business.
* Control Centre - supporting a field-based operation, providing reactive support to ensure customer SLA's / contractual agreements are met, including potential changes in routes, delivery amounts, and timescales.
* Drive process improvement activities across all areas to ensure all actions are fit for purpose, effective, efficient, and drive customer satisfaction.
* Create a solutions-based approach across the team, providing positive resolutions and outcomes across complaints, driver triage, and other areas.
* Create a culture responsible for delivering world-class service to customers during all interactions.
* Take proactive ownership of SLA's & contractual agreements, ensuring everything is done to comply with parameters and achieve positive outcomes.
* Ensure customer complaints are accurately recorded, documented, and resolved in the fastest possible time frames with minimal to no impact on the customer.
* Work with the planning function to identify and highlight any possible issues, trends, and drive improvements where possible.
The Successful Applicant
* Experience leading complex service operations, potentially including field-based functions, engineers, fleet, drivers, etc.
* Strong customer service background and focus.
* Evidence of driving continuous improvement across a large-scale, complex team.
* Extensive stakeholder management experience across all levels.
* Ability to work in a fast-paced, demanding environment.
What's on Offer
The role of Operations Service Manager will join a leading distribution & logistics focused business based in the Huddersfield area. The position offers a generous base salary of between £60,000 & £65,000, bonus, 25 days holiday plus bank holidays, company pension, life insurance, and life assurance.
Please note - this role is 5 days on site. Located in Huddersfield, the company has great links to the M62, with candidates encouraged to apply from Huddersfield, Halifax, Leeds, Bradford & Wakefield.
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