Customer Support Manager

Customer Support Manager
£45k per annum
Felixstowe
Monday-Friday, 9am-5pm


*MUST drive due to location


Excellent benefit scheme including; profit shared bonus, shopping vouchers, healthcare cash plan, parking on-site and much more


My client is seeking an experienced Customer Support Manager to lead and motivate a team of customer service staff who are responsible for providing front line professional services to their customers, managing all enquiries in a timely manner, establishing positive and cohesive relationships with the customers.


Duties:



  • Serve as the key responsible person in the management of the Supply and Demand customer service function for intermodal services.

  • Act as a Customer Centric manager and ensure your team make the customer feel special, providing a positive and professional service at all times.

  • Assess department needs and manage the development of customer service policies and procedures.

  • Maintain close and regular communication with the Intermodal Solutions Manager and Key Account Manager to provide real time feedback in relation to train fill, where we have opportunity to sell and where services become overbooked to ensure business provides a seamless and efficient service.

  • Lead a large team of customer support staff and apprentices in answering calls, emails and managing customers' demands by putting boxes on trains.

  • Motivate, train, develop and prepare your staff for their roles and support any Apprenticeship development.

  • Ensure that the company and staff meet goals and provide reliable efficient support to customers.

  • Manage all personnel activities in team including hiring, training, evaluating, disciplinary actions and other actions as required.

  • Communicate how team are performing to Head of Intermodal and forecast performance over the week.

  • Identifying bigger opportunities and feed this information into the Key Account Manager.

  • Create effective channels within the Intermodal function where customer dissatisfaction is swiftly escalated to relevant business functions.

  • Ensure high performance is maintained. If errors occur, ensure lessons are learned.

  • KPI's are produced monthly detailing how many jobs did we fail on, any lost opportunities and lost revenue as a result.

  • To keep the booking inbox at a manageable level and to complete all next day bookings by the end of the working day.

  • Be able to confidently deal with customer queries such as late runners & checking dates at the time of the initial enquiry, providing a good customer service.

  • Checking relevant sources such as, Google maps to determine the correct depot to sent to.



Qualifications / Experience / Knowledge


Essential:



  • GCSE English & Maths, Grade C or above (or equivalent)

  • Front line Customer Service Experience

  • Call centre background

  • Leadership experience

  • Strong understanding of call centre statistical analysis and reporting.

  • Problem resolution skills

  • Ability to effectively and professionally communicate with persons of all backgrounds

  • Remain positive and calm under pressure

  • Work flexibly to achieve objectives

  • High attention to detail

  • Able to multi task and cope with a number of issues at once.

  • Relationship building

  • Understanding customer needs


Desirable:



  • Leadership qualification at Level 4 or higher

  • Background in Financial Services or Home care, logistics

  • Logistics container traffic management

  • Ability to handle difficult situations and conversations

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