At a Glance
- Tasks: Lead a dynamic team to enhance customer relationships and drive service excellence.
- Company: Join Culina, the UK's top independent supply chain partner with a collaborative culture.
- Benefits: Enjoy a competitive salary, bonuses, private medical cover, and wellbeing support.
- Other info: Be part of a supportive team with opportunities for personal and professional growth.
- Why this job: Make a real impact in a growing business while developing your career.
- Qualifications: Experience in customer service and strong leadership skills required.
The predicted salary is between 33075 - 40425 £ per year.
Company Description
Who are Culina? Culina is the UK’s leading independent specialist supply chain partner, trusted by some of the nation’s best recognised food, fast-moving consumer goods (FMGC) and retail brands. We're proud to employ over 22,000 colleagues across 100+ locations nationwide, supported by a fleet of more than 5,500 trucks and trailers delivering every day.
We currently have an exciting opportunity in our Contract Logistics division – through flexible warehousing, transport and fulfilment solutions, we simplify complexity, drive continuous improvement and create exceptional experiences for customers. Delivering certainty. Creating value. Enabling growth.
Job Description
Life in this role
As part of our Contract Logistics division, we have an exciting opportunity to join the team as a Customer Service Manager. The main purpose of the Customer Service Manager role is to plan, co-ordinate and control the activities of a service team to maintain and enhance customer/client relationships and meet organisational and operational objectives.
KEY ACCOUNTABILITIES:
- Manage, lead and direct the daily operations of your team. Ensure team members understand and are equipped to undertake their roles to the best of their ability.
- Develop and implement customer service policies and procedures. Monitor and review team processes using customer/client feedback to implement change and make continuous improvements.
- Plan and maintain the team budget through the control of resources and shift patterns.
- Recruit, mentor and develop team members, nurturing an environment where they can excel through encouragement and empowerment – identify talent for future roles.
- Oversee all team activity making business critical decisions and handling complex escalated issues in order to maintain a high standard of client relationship.
- Hold regular meetings with your team to discuss expectations and continuous improvements for them and the team.
- Carry out monthly 1-2-1’s and appraisals - review performance and feedback on development areas and achievements if required.
- Build and maintain strong relationships with internal and external stakeholders.
- Oversee the achievement and maintenance of agreed customer service levels and standards.
- Maintain agreed KPI’s and report on performance and potential improvements.
- Propose and implement business opportunities for growth and service improvements.
- Liaise with company management to support and implement growth strategies.
Qualifications
What you’ll need...
- Considerable experience working in a customer facing environment.
- A detailed understanding of post-despatch operations to be able to manage and advise others.
- Passion for delivery of excellent customer service within an ever growing business.
- Good written and verbal communications, be able to adapt the communication style to meet different situations and personalities.
- Ability to lead a team and manage performance objectives through one to ones and staff appraisals.
- Coach, train and motivate team members, be able to influence and steer to produce high end results.
- A creative approach to problem solving and managing a team.
- Knowledge of the sector and relevant operational practices.
- Setting clear objectives and motivating teams.
- Budget Management.
Additional Information
What is in it for you?
If you're looking for a role where you can make an impact, develop your career, and be part of a team that works as one to achieve great results, we'd love to hear from you.
- Company Bonus - we achieve more when we work together, that’s why we celebrate our shared success through our bonus scheme.
- Private Medical Cover - enjoy peace of mind with access to Bupa's healthcare services.
- Salary Sacrifice Car Scheme - our salary sacrifice scheme offers a cost-effective way to drive an electric vehicle, with payments taken directly from your salary. Eligibility and salary thresholds apply.
- Wellbeing Support – your wellbeing matters to us. Through our Employee Assistance Programme, you'll have 24/7 access to confidential counselling and legal support, whenever you need it.
- Eye Care Vouchers – free eye tests and discounts on prescription glasses.
- Reward & Recognition – we love celebrating great work, we recognise those who go above and beyond.
- Everyday Discounts – our benefits platform gives you access to discounts from over 50 leading retailers, helping your money go further every day.
Customer Services Manager employer: Culina Group
Culina Logistics is an exceptional employer, offering a dynamic work environment at our Sherwood site where teamwork and efficiency are paramount. With a strong focus on employee growth, we provide comprehensive training and development opportunities, ensuring that our night-shift Control Room Operators thrive in their roles while enjoying a supportive culture that prioritises health and safety. Join us to be part of a dedicated team that values your contributions and fosters a rewarding career in the logistics sector.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Services Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Culina Group. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Culina Group before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Services Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Culina Group:Your cover letter is your chance to shine! Tell us why you want to work at Culina Group specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Culina Group!
How to prepare for a job interview at Culina Group
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
