Job Type: Full-time, Permanent
Shift Pattern: To be discussed at interview
Salary: £45,000 – £50,000 per year
Based: Chesterfield
About Romac Logistics:
At Romac Logistics, people are the foundation on which we build our success. Our strong culture values collaboration and fostering relationships among our diverse teams. We strive to cultivate a workplace culture that encourages employees to be their best selves, to feel respected, and to take pride in the work they do. Our people are our biggest asset and creating an environment where they can thrive is essential to our success. We believe that fostering a culture of inclusion and diversity of thought leads to innovative ideas and creative solutions.
We understand that by investing in our people, we are creating a foundation for success. We celebrate the unique talents and perspectives of our employees and the contributions they make to our business. We recognise that our people are our most important asset and through them, we will continue to shape a sustained and successful future for our organisation.
We are looking for an experienced Customer Services Manager to join our team based at our Chesterfield operation.
This is a key management position with responsibility for overseeing and developing the customer service function across the entire Romac Logistics network throughout England and Scotland.
The successful candidate will lead our central Customer Service team, which provides 24/7 visibility and support across our transport network, while working closely with operational teams across multiple sites to ensure consistently high standards of customer service.
This role requires someone who can combine strong people leadership with a detailed understanding of operational performance. You will ensure the team provides proactive visibility of deliveries, identifies potential service failures before they occur and communicates effectively with customers and internal stakeholders.
You will also act as a senior point of contact for our customers, building strong relationships and confidently managing service reviews, escalations and performance discussions.
Working closely with senior leaders across Romac Logistics, you will use customer feedback, operational data and service KPIs to identify trends, challenge performance and drive continuous improvement across the network.
Roles and Responsibilities:
Lead and develop the Customer Service function across the Romac Logistics network throughout England and Scotland.
Directly manage and develop the Chesterfield-based Customer Service team providing 24/7 network coverage.
Establish clear standards, processes and expectations for customer service delivery across the business.
Ensure the team maintains proactive visibility of vehicles, drivers and deliveries across the network.
Drive a proactive approach to customer communication, ensuring potential delays and service failures are identified and communicated before they impact the customer.
Ensure accurate and timely production of daily, weekly and monthly customer service, DOT and KPI reporting.
Monitor network-wide service performance, identifying trends, recurring issues and areas requiring improvement.
Take ownership of significant customer service issues and escalations, ensuring effective communication through to resolution.
Build and maintain strong relationships with key customer contacts and senior stakeholders.
Lead and participate in customer service and performance review meetings, presenting service results, trends, challenges and improvement actions.
Work closely with General Managers, Transport Managers and operational teams across the network to improve service performance.
Engage confidently with senior leadership within Romac Logistics, providing clear visibility of customer service performance, risks and priorities.
Challenge operational performance constructively where service standards are not being achieved.
Ensure customer complaints and service failures are thoroughly investigated, with appropriate root cause analysis and corrective actions implemented.
Develop reporting and management information that provides meaningful insight into network and customer performance.
Identify opportunities to improve systems, processes and communication across the customer journey.
Coach, support and develop the Customer Service team, creating a culture of ownership, accountability and proactive communication.
Ensure effective team coverage and resource planning to support the requirements of a 24/7 logistics operation.
Skills and Experience:
Proven experience managing a Customer Service or Customer Experience function.
Strong leadership skills with experience managing, coaching and developing a high-performing team.
Experience within transport, logistics, distribution or another fast-paced operational environment would be highly advantageous.
Strong stakeholder management skills with the confidence to communicate effectively at all levels.
Experience managing relationships with senior customer contacts and handling high-level service escalations.
Confidence working with senior operational and business leaders.
Strong commercial awareness and an understanding of the impact service performance has on customer relationships.
Experience producing, analysing and presenting customer service KPIs and performance information.
Strong analytical and problem-solving skills with the ability to identify trends and implement effective improvement plans.
Experience conducting root cause analysis and driving corrective actions following service failures.
Excellent verbal and written communication skills.
Strong Microsoft Excel skills and confidence working with reporting systems and operational data.
The ability to remain calm and professional when managing challenging situations or competing priorities.
A proactive management style with a strong focus on ownership, accountability and continuous improvement.
The ability to influence teams and stakeholders outside of your direct reporting line.
What We Offer:
The opportunity to lead and shape the customer service function across a growing national logistics network.
A highly visible role working with customers, operational management and senior leadership.
Full company induction and training on our systems and operations.
Opportunities for continued development and progression.
Company pension and holiday entitlement.
Free on-site parking.
If you're interested in the position, then please apply and one of our team will be in touch to discuss further.
