Job Description

Our successful and well established Logistics client is recruiting for a Senior Customer Service & Key Contracts Manager who will be responsible for leading the small customer service team while managing strategic client relationships and key accounts. This role focuses on maintaining service excellence, developing client partnerships, and ensuring contractual compliance while driving business growth.

The ideal candidate will bring a minimum of five years' experience in logistics customer service management, with a proven track record in key account management and a strong background in contract oversight. A relevant degree or professional qualification would be advantageous, further supporting the candidate's ability to thrive in a fast-paced, client-focused environment.

Responsibilities to include:

Managing and developing strong relationships with key clients, ensuring their ongoing satisfaction and loyalty.

Create and implement strategic account development plans tailored to each client's needs, while conducting regular review meetings to assess performance and identify areas for improvement.

Uncover growth opportunities within existing accounts and delivering bespoke service solutions that align with client goals and drive mutual success.

Guiding and developing team members to deliver exceptional service. This includes setting and monitoring high service standards, implementing best practice procedures, and driving continuous improvement through targeted service initiatives.

Overseeing performance management and support the professional growth of your team through structured training and development programs, ensuring a culture of excellence and accountability.

Responsible for monitoring service delivery performance and ensuring alignment with operational goals

Conducting regular service quality audits and analysing performance reports will be key to identifying trends and opportunities for growth.

Manage customer feedback to report to Operations team.

Regular board-level reporting and maintaining clear, effective communication with key stakeholders.

Working Environment

The role is based in Fradley and will involve regular client visits so UK travel will be required. This role will require flexible working hours with occasional weekend on-call responsibilities.

If you are interested in the role and have the right experience please apply with your CV, if you are shortlisted Clover Recruitment will be in touch!

Job Types: Full-time, Permanent

Pay: 35,000.00 per year

Schedule:

Monday to Friday
Work Location: In person