Peterborough - In office Monday – Friday (potential flex to hybrid in the future) 9-5pm
We’re supporting a well-known business in the search for a Customer Support Manager / Customer Service Manager to lead and develop their customer service function within a busy logistics operation.
This role sits within the logistics arm of the business and is focused on delivering a consistently high-quality customer experience. You’ll lead a small team, work closely with internal departments and 3PL partners, and ensure customer issues are resolved efficiently while maintaining strong service levels.
It’s a great opportunity for someone who enjoys improving processes, leading teams, and being the go-to person when it comes to resolving customer challenges.
What you’ll be doing as Customer Support Manager
- Leading and developing the Customer Service team, including performance management, recruitment and day-to-day leadership
- Acting as the key point of contact for regional and site teams, ensuring customer queries and issues are managed effectively
- Working cross-functionally with commercial, production and logistics teams to resolve customer-facing issues
- Managing escalations and ensuring customer communication is clear, professional and timely
- Overseeing customer care orders to ensure delivery within required timeframes
- Preparing weekly and monthly management reports and providing updates to senior leadership
- Monitoring KPIs across the customer service function and driving improvements where needed
- Ensuring best practice processes are followed when dealing with customer queries and complaints
- Working with internal teams and external 3PL partners to ensure a seamless customer experience
- Driving continuous improvement initiatives across processes and systems
What they’re looking for
- Experience leading a customer service or customer support team
- Strong communication skills – both written and verbal
- A customer-first mindset with the ability to resolve issues quickly and effectively
- Strong analytical skills and confidence working with performance data and KPIs
- Ability to work autonomously and take ownership of the function
- Experience working cross-functionally across operations, logistics or supply chain environments
- Continuous improvement or Lean experience would be beneficial
Measures of success
- Customer communications responded to within 24 hours
- Customer care queries resolved within agreed SLAs
- Strong KPI performance across customer satisfaction and service delivery
- Positive feedback from internal stakeholders and site teams
- High-quality performance management and engagement within the team
If this sounds like something you’d be open to hearing more about, please apply here or email holly@pod-talent.com for further details.
