Customer Service Manger

Logistics done differently.

We are looking to on board a Customer Service Manager on a permanent Contract, to manage and support a busy, fast-paced workload & team based at our customers site in Gotham – Nottinghamshire.

Working Monday – Friday, 7.30-16.00 / 8.30-17.00 rotating shifts.

We need someone that has a passion for speaking to people, challenging the status Quo & not being averse to juggling multiple tasks at the same time. If this sounds like a bit of you & how you operate, then read on!!

Pay, benefits and more:
 

We’re looking to offer a salary of up to £35,000 per annum depending on experience. In addition, we offer 25 days holiday (plus bank holidays), as well as the option to buy additional days. You’ll have access to a variety of high street discounts, as well as cycle to work scheme, a workplace pension, and many other perks.

What you’ll do on a typical day:

• Proactively seek to prevent issues and when issues do arise, find out-the-box solutions to keep our service levels running to the highest possible level & above contractual metric.
• Lead and manage the CSC Operation, including deputising for the Network Service Delivery Manager
• Analyse reoccurring issues and determine root cause & corrective actions.
• Handle On the Road Incident / quality complaint issues issues from internal customer perspective
• Monitor inbound/outbound call logs and maintain expected standards.
• Deal with Claims Issues from Customers, in a timely manner
• Daily / Weekly / Periodic KPIs are achieved, maintained, and improved.
• Monitor network KPI’s and agree weekly allocation of failure coding.
• Recruit, train, and coach members of the CSC team to improve performance and manage performance.
• Support Customer Reviews including Daily - Weekly - Monthly Operational meetings.
• Support VIP / Potential Customer visits to the site

What you need to succeed at XPO:

• You’ll need to have worked in a Transport / Distribution and Customer service environment.
• Be Agile, Honest, Reliable, Flexible, & Focussed.
• Excellent communication skills in all forms & at all levels
• Transport or CRM Management systems knowledge
• Working experience of Microsoft packages such as Microsoft Word and Excel
• Coaching and Leadership skills

Presentation Skills
 

XPO is a leading provider of world-class solutions to the most successful companies in the world. We help our customers manage their goods most efficiently using our technology and services. Our greatest strength is our global team – energetic, innovative people of all experience levels and talents who make XPO a great place to work.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All employees may be required to perform duties outside of their normal responsibilities from time to time, as needed.Review XPO's candidate privacy statement here.