Job Description

Customer Service Manager

Keith Elkington Transport Ltd, Milton Keynes, MK8 8DF

Full-Time | Senior Leadership Role

Working hours: Monday - Friday, 9am - 6pm (office based)

About Us

Keith Elkington Transport is the UK's specialist in commercial foodservice equipment logistics. With strategic hubs in Milton Keynes and East Kilbride, a 75,000+ sq ft warehousing operation, FORS Silver accreditation, advanced WMS technology, and an industry-leading next-day delivery and installation network, we support many of the most recognised brands in the foodservice equipment sector.

As we continue to scale, we are establishing a brand-new leadership role to elevate our communication, service standards, and KPI performance across our growing customer base.

Role Overview

The Customer Service Manager will be the central point of contact for all customer communication, service reporting, and KPI management across the business. This is a strategic role designed to professionalise and expand our customer service function from the ground up.

You will shape the department, build processes, implement improvements, and ensure customers receive industry-leading service -- all while reporting directly into the Managing Director and broader board.

This is an ideal role for an experienced customer service leader who thrives in a fast-paced, operational environment and who wants to build something meaningful.

Key Responsibilities

Customer Communication & Relationship Management

Act as the primary point of contact for all customer service interactions across all accounts.

Build strong, professional relationships with key customers, ensuring consistent communication and high levels of satisfaction.

Manage incoming queries, escalations, and service concerns with urgency and clarity.

Represent KET at customer meetings, reviews, and site visits.

KPI Setup, Monitoring & Reporting

Develop, implement, and maintain KPI dashboards tailored to customer requirements.

Monitor performance across delivery, installation, warehousing, project consolidation and service lines.

Prepare regular KPI reports and present findings at monthly and quarterly customer review meetings.

Identify trends and root causes, proposing solutions to drive continuous improvement.

Customer Service Function Development

Design and implement customer service processes, workflows and standards across the business.

Introduce best-practice approaches for communication, case handling, reporting and escalation management.

Work closely with the warehouse, transport, installations and project teams to improve overall service performance.

Develop SOPs, service playbooks, and handover processes to support the company's growth.

Leadership & Internal Collaboration

Influence and guide internal teams to resolve customer issues quickly and accurately.

Provide insights and data to inform operational decision-making.

Contribute to internal system improvements relating to CRM, WMS, reporting tools and communication channels.

Work closely with senior leadership, presenting regular updates, risks and recommendations directly to the board.

Continuous Improvement

Analyse customer feedback, service failures and operational gaps to drive long-term improvements.

Introduce new service initiatives that enhance customer experience and operational efficiency.

Ensure service quality aligns with KET's brand commitment as the specialists in foodservice equipment logistics.

Skills & Experience Required

Minimum 3 years' experience in a customer service management or client relationship management role (preferably within logistics, transport, warehousing or related sectors).

Proven success in setting up or developing customer service functions.

Strong understanding of service KPIs, reporting, dashboards and root-cause analysis.

Confident presenting to senior stakeholders, customers, and board-level leaders.

Excellent communication skills -- clear, professional, and solutions-focused.

Ability to work cross-functionally with operations, transport, warehouse and planning teams.

Highly organised, with exceptional attention to detail.

Self-starter with the confidence to build structure where it doesn't yet exist.

What We Offer

A rare opportunity to build upon a long standing operation and shape a brand-new function within a fast-growing logistics specialist.

Direct influence on customer satisfaction, operational performance, and overall company strategy.

Competitive salary aligned to experience.

Supportive, high-growth environment with genuine autonomy.

Chance to work with some of the biggest and most respected brands in the foodservice equipment industry.

Job Types: Full-time, Permanent

Pay: 35,000.00 per year

Benefits:

Casual dress Company pension Cycle to work scheme Free flu jabs Free parking On-site parking Referral programme
Work Location: In person