Customer Service Manager

Customer Service ManagerLocation: PeterboroughSalary: Competitive + benefitsWe are currently partnering with a well-established and growing logistics operation to recruit an experienced Customer Support Manager. This is a key leadership role responsible for driving service excellence, enhancing customer experience, and managing a high-performing customer support team.The RoleAs Customer Support Manager, you will play a pivotal role in ensuring customers receive a consistently high-quality service aligned to agreed service levels. You will oversee day-to-day customer operations, act as a key escalation point, and work closely with internal teams to resolve issues efficiently.You''ll lead, motivate and develop a customer-focused team, whilst implementing continuous improvement initiatives that enhance both service delivery and operational performance.Key ResponsibilitiesLead and develop the Customer Support team, driving engagement and high performanceAct as the primary point of contact for internal stakeholders, escalating issues where appropriateEnsure all customer queries and communications are handled within agreed SLAs and to a high standard Collaborate cross-functionally to resolve customer-facing issues efficiently and cost-effectively Monitor and report on performance through regular management reportingEnsure customer care issues are resolved within required timescalesDrive continuous improvement across systems, processes, and team capability Manage performance, ..... full job details .....