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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


If you are interested in the role please can you send your CV and cover letter to HR (Recruitment@pallex.co.uk)

STRICTLY NO AGENCIES PLEASE - We work with a carefully selected set of recruitment agencies, and we are not looking to add to our approved supplier list at this time.