About Empire Delivery
Empire Delivery is a fast-growing, dynamic logistics and distribution company based in Hatfield Heath. We pride ourselves on operational excellence, transit care, and delivering an outstanding experience to our clients. As we expand, we are launching a dedicated Service Operations division and seeking a high-caliber Customer Service Lead to become the primary customer-facing voice of our business.
The Role
Sitting alongside our 4-person Senior Leadership Team and reporting directly to the Business Owner, you will take ownership of our customer service delivery standards. You will act as the crucial link connecting our Sales, Transport, Finance, Admin, and Warehouse teams to ensure seamless communication and enforce strict customer SLAs.
Key Responsibilities
- Email & Query Resolution: Monitor and respond to all incoming customer, supplier, and internal emails, ensuring swift and effective resolution.
- Inbound Call Handling: Answer incoming phone calls on the Customer Service line with a professional, helpful, and empathetic approach.
- Delivery Routing & Confirmation: Utilize the GSIT portal routing system to verify delivery dates, time slots, and order accuracy with customers prior to driver dispatch.
- Cross-Functional Alignment: Work closely with Transport, Operations, and Warehouse teams to keep all departments aligned on customer requirements and delivery updates.
- SLA & Quality Control: Protect Empire Delivery’s brand reputation by ensuring zero unresolved customer escalations and maintaining high service delivery standards.
Requirements & Skills
- Proven experience in a customer service, service operations, or logistics coordinator role.
- Excellent written and verbal communication skills with a professional phone manner.
- High level of tech proficiency; experience with logistics/portal routing software (e.g., GSIT) or ticketing systems is a strong advantage.
- Ability to work effectively across departments (Sales, Warehouse, Transport, Finance).
- Proactive problem-solver who thrives in a fast-paced environment and takes pride in customer satisfaction.
Benefits
- Competitive salary (£32,000 – £34,000 PA)
- Full-time, stable Monday to Friday schedule
- Opportunity to lead and shape a newly formed division within a rapidly growing company
- On-site parking
Pay: £32,000.00-£34,000.00 per year
Benefits:
- Company events
- Employee discount
- On-site parking
Work Location: In person
