Customer Service Manger

Company description:

XPO, Inc

Job description:

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