Job Description

Established in 1987, Associated Air Services has developed outstanding delivery and logistics solutions for the modern business environment. Being one of very few businesses within our industry that have remained independent, when you look behind the scenes at AAS you will find a dedicated team who take pride in finding simple solutions to complex problems for our wonderful customers.

Founded as an express international courier company, we've diversified over the years and now offer a full range of logistics services including; express courier, freight, warehousing and fulfilment.

We are urgently looking for a high energy Customer Service Manager with Customer Service experience join our small team in Harmondsworth. Working hours 8:30am to 5:30pm. With a vibrant company culture, a relaxed atmosphere and recognising hard work, our staff retention rate is one of the highest in the industry.

Reporting to the Head of Business Operations , you will be expected to provide best in class customer service to our customers across a variety of sectors including: Finance, Law, Pharma, IT and Retail.

Your role will include:

1.

Team Leadership & Supervision

Recruit, train, and manage customer service representatives. Monitor staff performance and provide coaching or disciplinary action as needed. Schedule shifts to ensure adequate coverage.
2.

Customer Support Oversight

Resolve escalated customer complaints or issues. Ensure customer inquiries are handled efficiently and professionally. Implement processes to improve response times and customer satisfaction.
3.

Performance Monitoring

Track KPIs like response time, resolution rate, and customer satisfaction scores. Prepare reports for senior management. Use data to identify trends, challenges, and areas for improvement.
4.

Process Improvement

Develop and refine customer service policies and procedures. Coordinate with other departments (e.g., sales, logistics, IT) to resolve recurring issues.
5.

Training & Development

Organise ongoing training for team members on products, services, and communication skills. Ensure the team stays updated on company offerings and policies. Monitor staff performance and provide coaching or disciplinary action as needed. Schedule shifts to ensure adequate coverage.
AAS is a growing business with big ambitions and we're looking for hard-working problem solvers that value having a voice and want to grow with us!

Previous experience in the courier / logistics industry is desirable but not essential however you must have a proven track record of working under pressure in a customer service environment. The successful candidate will be welcomed into a tight-knit and friendly team where hard-work and completing tasks to the best of your ability is valued above all.

Thank you for your interest in Associated Air Services!

Job Types: Full-time, Permanent

Pay: 37,000.00-40,000.00 per year

Benefits:

Bereavement leave Company events Company pension Cycle to work scheme Employee discount On-site parking Sick pay
Ability to commute/relocate:

West Drayton UB7 0LB: reliably commute or plan to relocate before starting work (required)
Experience:

Customer service: 1 year (required) courier and logistics: 1 year (required) customer service manager: 1 year (required)
Language:

English (required)
Work authorisation:

United Kingdom (required)
Work Location: In person

Reference ID: CSREP0923