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- Tasks: Lead a dynamic customer service team and enhance customer experience in logistics.
- Company: Join a well-known business with a focus on quality service.
- Benefits: Competitive salary up to £60,000, potential for hybrid work, and career growth.
- Why this job: Be the go-to person for resolving customer challenges and driving improvements.
- Qualifications: Experience in leading customer service teams and strong communication skills.
- Other info: Opportunity to work in a fast-paced environment with a focus on continuous improvement.
The predicted salary is between 43200 - 72000 £ per year.
We’re 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. You’ll lead a small team, work closely with internal departments and 3PL partners, and ensure customer issues are resolved efficiently while maintaining strong service levels.
It’s 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 you’ll 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 they’re 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 you’d be open to hearing more about, please apply here or email for further details.
Customer Support Manager/Customer Service Manager in Cambridge employer: Pod Talent
Contact Detail:
Pod Talent Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Support Manager/Customer Service Manager in Cambridge
✨Tip Number 1
Network like a pro! Reach out to your connections in the logistics and customer service sectors. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by practising common questions related to customer service management. Think about how you’d handle specific scenarios, especially around team leadership and resolving customer issues.
✨Tip Number 3
Showcase your analytical skills! Be ready to discuss how you've used data to drive improvements in customer service. Bring examples of KPIs you've monitored and how they’ve influenced your team's performance.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Support Manager/Customer Service Manager in Cambridge
Some tips for your application 🫡
Tailor Your CV: Make sure your CV reflects the skills and experiences that match the Customer Support Manager role. Highlight your leadership experience and any relevant achievements in customer service to grab our attention!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to tell us why you’re passionate about customer service and how your background makes you the perfect fit for leading our team. Keep it engaging and personal!
Showcase Your Communication Skills: Since strong communication is key for this role, make sure your written application is clear and professional. Avoid jargon and keep your language straightforward to demonstrate your ability to communicate effectively.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the easiest way for us to receive your application and ensures you don’t miss out on any important updates from us during the process!
How to prepare for a job interview at Pod Talent
✨Know the Company Inside Out
Before your interview, make sure you research the company thoroughly. Understand their logistics operations, customer service philosophy, and any recent news or changes. This will not only help you answer questions more effectively but also show that you're genuinely interested in the role.
✨Showcase Your Leadership Skills
As a Customer Support Manager, you'll be leading a team. Prepare examples of how you've successfully managed teams in the past, focusing on performance management and recruitment. Be ready to discuss specific challenges you've faced and how you overcame them to improve team dynamics.
✨Demonstrate Your Problem-Solving Abilities
Expect questions about how you handle customer issues and escalations. Use the STAR method (Situation, Task, Action, Result) to structure your answers. Highlight your analytical skills and provide examples of how you've used data to drive improvements in customer service.
✨Prepare for Cross-Functional Collaboration Questions
Since this role involves working with various departments, think of instances where you've collaborated with other teams. Be prepared to discuss how you ensured clear communication and resolved conflicts, as well as how you contributed to a seamless customer experience.