Customer Service Manager

Customer Service Manager Location: Manchester, OL11 3DT Salary: Negotiable, depending on experience Hours of Work: 42.5 hours per week, over 5 days About the Company: Walkers Transport provides their customers with peace of mind in the daily management and delivery of their palletised freight throughout the UK, Ireland & Europe. We serve progressing organisations that care about service, reliability, safety, and value. We do this by inspiring a talented, diligent and engaged workforce to deliver superior customer service through the efficient use of market-leading equipment and systems. Customer Service Manager Responsibilities: Maintain a strong working relationship with logistics and operational departments managing a balance between high standard customer service and operational efficiency Manage the department budget within its defined parameters and participate in regular financial reviews Report on achievements against both qualitative and quantitative performance and use this information to rectify service deficiencies Provide resource and trend analysis reports for the Director as required Drive continuous improvement and ensure that lessons are learned from identified problems and implement process improvements Work with senior colleagues to assist in developing strategies to provide for customer involvement and feedback on performance Liaise with the Logistics and Operations Manager to review service performance patterns and trends in order to maintain a complete and accurate view of service weaknesses and areas for improvement Be a key member of the management team supporting the wider strategy discussions Actively monitor key contracts Accountable for the performance management and development of employees within the defined area of responsibility, including completion of reviews within our Performance Review Process and supporting the use of Individual Development Plans Responsible for all aspects of resource management within the defined area of responsibility, including planning, resourcing and recruitment Adherence to the Company’s Health and Safety Policy ensuring all employees, within areas of responsibility, are compliant Customer Service Manager Requirements: Experience gained in Customer Service Manager or Customer Care Manager role (it is desirable that this has been gained within a logistics environment) Experience in delivering improvements to Customer Services processes Strong interpersonal skills with the ability to develop effective and positive working relationships within and outside of the department Highly focused on delivering results and objectives with a strong personal commitment to supporting the business in achieving its goals in a changing environment Logical in approach with the ability to analyse data and formulate action plans Strong PC and technical knowledge and skills with a good working knowledge of the Microsoft packages including Word and Excel Excellent written and verbal communication skills with a personable and professional manner and the ability to interact and relate to all levels of employees and to build strong trusted working relationships Excellent planning and organisational skills, good time management and the ability to work within a rapidly changing environment and remain calm under pressure Customer Service Manager Benefits: 25 days holiday, plus Bank Holidays Additional service days Bupa Cash Plan (for you and up to x4 Children) Company Pension Contribution Death in service scheme Full free uniform Employee referral scheme If you think that you are suitable for this Customer Service Manager role, please apply now This job was originally posted as www.totaljobs.com/job/89900811