Job Title

Customer Support Manager / Customer Service Manager Location - Peterborough - In office Monday Friday (potential flex to hybrid in the future) 9-5pm Salary - up to 60,000 Were supporting a well-known business in the search for a Customer Support Manager / Customer Service Manager to lead and develop their customer service function within a busy logistics operation. This role sits within the logistics arm of the business and is focused on delivering a consistently high-quality customer experience. Youll lead a small team, work closely with internal departments and 3PL partners, and ensure customer issues are resolved efficiently while maintaining strong service levels. Its a great opportunity for someone who enjoys improving processes, leading teams, and being the go-to person when it comes to resolving customer challenges. What youll be doing as Customer Support Manager - Leading and developing the Customer Service team, including performance management, recruitment and day-to-day leadership - Acting as the key point of contact for regional and site teams, ensuring customer queries and issues are managed effectively - Working cross-functionally with commercial, production and logistics teams to resolve customer-facing issues - Managing escalations and ensuring customer communication is clear, professional and timely - Overseeing customer care orders to ensure delivery within required timeframes - Preparing weekly and monthly management reports and providing updates to senior leadership - Monitoring KPIs across the customer service function and driving improvements where needed - Ensuring best practice processes are followed when dealing with customer queries and complaints - Working with internal teams and external 3PL partners to ensure a seamless customer experience - Driving continuous improvement initiatives across processes and systems What theyre looking for - Experience leading a customer service or customer support team - Strong communication skills both written and verbal - A customer-first mindset with the ability to resolve issues quickly and effectively - Strong analytical skills and confidence working with performance data and KPIs - Ability to work autonomously and take ownership of the function - Experience working cross-functionally across operations, logistics or supply chain environments - Continuous improvement or Lean experience would be beneficial Measures of success - Customer communications responded to within 24 hours - Customer care queries resolved within agreed SLAs - Strong KPI performance across customer satisfaction and service delivery - Positive feedback from internal stakeholders and site teams - High-quality performance management and engagement within the team If this sounds like something youd be open to hearing more about, please apply here or email [email protected] for further details. #J-18808-Ljbffr