Customer Support Services Lead

Opportunity to influence process efficiencies working in a 2IC capacity and also contribute in a hands-on customer service role, managing a small portfolio of lucrative clients.

• Rapid growth organisation in transformation phase; role offering both strategic & hands on elements 
• Opportunity to truly influence and lead; spearhead growth 
• Mentor a growing team, down to earth and professional culture 

Opportunity to influence process efficiencies working in a 2IC capacity and also contribute in a hands-on customer service role, managing a small portfolio of lucrative clients. This is a rapidly growing logistics business where you’ll have the opportunity to play a key role in our exciting transformation phase. 

You’ll be highly customer centric, focussed on business efficiencies and will also enjoy you’ll managing a small portfolio of large scale clients, managing their needs, attending monthly one on one performance/customer reporting catch ups, responding to and resolving any customer queries, whilst taking a lead and offering mentorship to the wider customer service team of 2, soon to be 5. You’ll act as the 2IC to the Support Services Manager and will work alongside them in managing the BAU needs of the team.

You’ll be a pro when it comes to:

• Managing relationships with existing long term clients 
• Managing new, high-profile clients requiring one-on-one attention during onboarding
• Triaging, troubleshooting and resolving client needs 
• Conducting monthly face-to-face meetings with clients as required to review customer outcomes
• Identifying and implementing process improvements across internal team processes, and overall customer needs and operations
• Mentoring and leading the wider team

Required Skills and Experience

• Experience in a similar senior customer/client services role
• Ability to handle complex clients and manage high-profile accounts.
• Strong focus on customer satisfaction.
• Proven ability to lead and mentor team members
• Experience in identifying and implementing process improvements
• Excellent communication and interpersonal skills
• Down-to-earth, positive, and friendly attitude, with the ability to get along well with the team at all levels within the business from senior management to the warehouse team

If you’re looking to an opportunity to add value to a growing company, apply to Laura Cooper at Fred Recruitment