Job Description

As Customer Service Manager, you will lead our newly formed customer service team to deliver outstanding support to customers and suppliers. You'll be responsible for ensuring service excellence, resolving issues efficiently, and driving continuous cost savings. This role is central to improving customer experience and creating operational value. This new department brings together all customer support functions across the business to maximise the service offers we deliver. This includes customer and supplier onboarding, logistics and distribution, import and export management and claims management. Alongside this, the customer service team is the first line contact for all issues by customers, suppliers and our independent broker network.

Key Responsibilities

Lead and manage the customer service team (currently a team of 5 but with scope to grow), ensuring high performance and engagement. Oversee daily operations, including scheduling, workload distribution, and service delivery. Monitor service metrics and KPIs to identify trends and areas for improvement. Develop and implement customer service policies and procedures aligned with company goals. Develop and implement systems and training to maximise the efficiency and effectiveness of the team. Lead the identification and onboarding of new haulage providers and expansion into new territories to support strategic business growth. Handle escalated customer issues and complaints with professionalism and urgency. Collaborate with departments to ensure seamless service. Train, coach, and mentor team members to enhance skills and performance. Use CRM systems (e.g., Dynamics, HubSpot) to manage customer interactions and data. Gather and analyse customer feedback to inform service enhancements and product development.

Requirements

Minimum 2 years in a customer service leadership role, ideally within recycling, logistics, or supply chain sectors. Strong leadership and interpersonal skills with a passion for team development. Excellent communication skills - both written and verbal. Proficiency in customer service software (e.g., Salesforce, Dynamics, HubSpot). Ability to thrive in a fast-paced, dynamic environment. A proactive, solutions-focused mindset with a commitment to continuous improvement.

What We Offer

Competitive salary and bonus scheme. Flexible working arrangements (remote, hybrid). Comprehensive training and development programs. Employee Share Scheme and Salary Sacrifice options. Supportive, inclusive, and growth-oriented culture.
Job Types: Full-time, Permanent

Pay: 35,000.00-50,000.00 per year

Benefits:

Additional leave Casual dress Company events Company pension Cycle to work scheme Employee stock ownership plan Financial planning services Free parking Private dental insurance Private medical insurance Sick pay Work from home
Ability to commute/relocate:

United Kingdom HG1 5BJ: reliably commute or plan to relocate before starting work (preferred)
Experience:

Customer service: 2 years (preferred)
Work Location: Hybrid remote in United Kingdom HG1 5BJ