Looking for a new challenge? Join our 1st Class Customer Service Department as our Customer Service Manager!
Location: Ellistown, Coalville, LE67 1FH
Working hours: Monday-Friday, 40 hours a week, 9:00am-17:30pm
Position Type: Full Time, Permanent
Company Values 
- Honesty
- Transparency
- Commitment
- Mutually Beneficial Relationships
- Sustainability
- Innovation
Key Partners 
- Corporate General Manager
- Operations
- Customer Service Team
- Key Account Managers
- Transport Team
- Warehouse
- Business Development Managers
Key Activities 
- Maintaining Customer Relationships
- Team Training
- Complaints escalations
- Delivery Performance reporting
- Day to day running of Customer Services
- New customer implementing
Core Values
- Provide a first class customer service
- Future Revenue Protection
- Corporate Customer Retention
- Create an engaged workforce
- Staff Retention
Key Customers 
- Corporate Customer Base
- Network Members - Pall-Ex
- Network Members - Fortec
Key Resources 
- Nexus
- KPIs
- MSA
Customer Relationships, Service & Delivery 
- Weekly meetings
- Accurate KPI reporting
- Delivering quality service levels
Strengths, Skills and Competencies 
- Problem resolution
- Integrity, professional & honest
- Work well under pressure
- Highly organised, strong, and influential communicator
Key Deliverables and how you capture value 
- Feedback from customers
- Customer retention
- Business KPIs
Role Specific Responsibilities
- Day to day management of the customer services team
- Development of skill set across the Customer Service Team
- Regular Review of revenue protection, credits, insurance claim roots cause and RCR Compliance by customer
- Fulfil role of depot principal for Depot 50 from compliance and escalation perspective
- Carry out ongoing training sessions to ensure the team remains knowledgeable and aware of any changes to operating procedures.
- Liaise with Customer Service Advisors to ensure continuity of service and ongoing service levels.
- Deal with and resolve customer’s complaints to ensure that issues are resolved effectively and efficiently, as required.
- Communicate on regular basis to the Customer Service Advisors through team briefings, to ensure everyone remains up to date with procedure changes and general information.
- Be fully familiar with Pall-Ex MSA, Pall-Ex Conditions of Carriage, CMR, Customer Information Booklet and Pall-Ex hub operational, administrative and credit procedures.
- Be aware of and adhere to Pall-Ex ISO standards and Health & Safety procedures.
- Act as Sales Department representative at quality meetings.
- To produce delivery performance reports
- To visit existing customers and give on-site training to customers & throughout the UK membership as and when required
- To oversee the day to day running of the Customer Service Department and each advisor’s workload
- To liaise with Business Development Managers on new customers implementation and retention
