Customer Service Manager

About the company

Freightserve recruitment are looking for a Customer Service Manager for a well-established Freight / Courier company. The company is based in the Heathrow area.

As an agency we are fast becoming the number one Freight specialist in the UK. We have a fast growing reputation with most Freight related companies. Freightserve has been established since 1992 working within the Freight Forwarding and Shipping industry.

Your tasks

• Manage, coach and develop Shift Leaders to ensure consistent leadership, service delivery and operational control across all shifts.
• Ensure Shift Leaders are effectively leading Customer Service Advisors and maintaining high standards of customer support, communication and issue resolution.
• Oversee daily proactive reporting, ensuring delivery delays, missing items and service exceptions are identified, investigated and resolved within agreed timescales.
• Act as the senior escalation point for complex customer issues, supporting Shift Leaders with resolution plans and customer communication where required.
• Review team performance metrics and SLA’s including response times, resolution rates, customer satisfaction, quality scores and productivity, implementing improvement plans where needed.
• Ensure regular call and case quality checks are completed by Shift Leaders and that feedback is captured, actioned and followed up in a structured way.
• Own and maintain customer service SOPs, ensuring compliance, consistency and adherence across all shifts and locations.
• Work closely with internal departments, carriers and operational teams to resolve recurring issues and improve the customer experience.
• Oversee shift briefings, handovers and communication logs, ensuring information is accurate, timely and available to all relevant stakeholders.
• Support workforce planning, shift cover, holiday planning and absence management in line with business requirements.
• Identify training needs across the department and ensure Shift Leaders are equipped to mentor, coach and develop their teams.
• Analyse customer feedback, complaints and operational trends to recommend service improvements and prevent repeat issues.
• Prepare daily, weekly and monthly reports for the Head of Product Innovation and Carrier Management highlighting performance, risks, trends and recommended actions.

Requirements

Person Specification:-

• Strong people manager with the ability to lead through others and set clear expectations.
• Organised, self-disciplined and able to manage competing priorities across shifts and locations.
• Confident decision maker with the ability to resolve escalations calmly and commercially.
• Able to work in a fast paced, time specific and targeted environment while maintaining service quality.
• High level of accuracy, attention to detail and ownership of outcomes.
• Ability to identify trends, root causes and process gaps, then drive practical solutions.
• Consultative and collaborative approach with strong internal stakeholder management skills.
• Customer focused, with the ability to balance service excellence, operational practicality and commercial impact.
• 5-year checkable work history, with no unaccountable gaps.
• Subject to Basic DBS check.

• Proven experience managing within a customer service team, preferably within logistics, supply chain, transport, courier or freight environments.
• Minimum 3 years’ experience in a supervisory, team management or customer service leadership role.
• Experience managing team leaders, shift leaders or supervisors in a performance-led environment.
• Strong understanding of customer support processes, escalation management, SOPs, reporting and quality assurance.
• Excellent communication, coaching, problem-solving and stakeholder management skills.
• Comfortable working in a high-pressure, time-sensitive environment with clear KPIs and service expectations.
• Proficient in MS Office, particularly Excel, Outlook and Teams, and confident using customer service platforms or ticketing systems.

Other

The role can offer Remote, Hybrid of office based working.