Customer Service Assistant
Location: Norwich
Job Type: Full-time
Hours: 40 hours per week, Monday to Friday, 8:30am – 5:30pm
Salary: Competitive
Are you passionate about delivering exceptional customer service in a fast-paced environment? Do you enjoy solving problems and building strong customer relationships? If so, we'd love to hear from you.
We're looking for a Customer Service Assistant to join our busy logistics team. You'll play a key role in ensuring the smooth movement of goods while delivering outstanding customer support.
Key Responsibilities
· Act as the first point of contact for customers via phone, email, and other communication channels.
· Handle enquiries relating to deliveries, collections, shipment tracking, proof of delivery, and service updates.
· Proactively communicate delays and disruptions, keeping customers informed throughout the delivery process.
· Liaise with transport planners, drivers, warehouse teams, and other departments to resolve queries and delivery issues efficiently.
· Investigate and resolve customer complaints, escalating complex issues where necessary.
· Maintain accurate customer and shipment records within transport management and CRM systems.
· Monitor orders and deliveries to identify and address potential service issues.
· Ensure all interactions comply with company procedures, service level agreements (SLAs), and compliance requirements.
· Build strong customer relationships by providing a professional, friendly, and solutions-focused service.
· Work collaboratively with colleagues to achieve team objectives and operational performance targets.
· Meet KPIs including response times, first-contact resolution, and customer satisfaction.
· Identify opportunities to improve processes and enhance the customer experience.
About You
You'll have:
· Previous experience in customer service, contact centre, transport, or logistics.
· Excellent verbal and written communication skills with the ability to build strong relationships.
· Strong problem-solving, organisational, and time management skills.
· The ability to remain calm under pressure and manage competing priorities.
· Good attention to detail and confidence using Microsoft Office, CRM, or transport management systems.
· A proactive, adaptable, team-focused approach and the ability to take ownership of customer enquiries through to resolution.
· A commitment to delivering excellent customer service.
· A willingness to learn and develop knowledge of transport, logistics, and operational processes.
What We Offer
· Salary Exchange schemes to maximise take-home pay and boost pension benefits.
· 24/7 GP access with home prescription delivery for you and your immediate family.
· Access to legal advice and wellbeing support, including nutrition, meal planning, smoking cessation, and general wellbeing services.
· Ongoing training and career development through our in-house training school and development programmes.
· Death in Service Cover, plus your annual salary.
· Accident at Work Cover.
· Genuine career progression opportunities within a growing and successful transport business.
Work Location: In person
