Customer Service & Operations Controller
Full-Time | Permanent | 4 On / 4 Off Shift Pattern (7:00am – 7:00pm)
Join a Growing Business Where Every Day Is Different
At Crown SDS, we're proud of our people, our service, and our continued growth. We're looking for a motivated, customer-focused Customer Service & Operations Controller to join our friendly and supportive team.
This is an exciting opportunity for someone who thrives in a fast-paced environment and enjoys balancing customer service with operational planning. You'll play a vital role in ensuring our customers receive an exceptional service while helping to coordinate our driver network efficiently and profitably.
As the first point of contact for both customers and drivers, you'll be at the heart of our operation—solving problems, building relationships, and making things happen.
What You'll Be Doing
As a Customer Service & Operations Controller, you'll:
- Deliver outstanding customer service at every opportunity
- Handle customer and driver enquiries professionally via phone and email
- Plan and allocate jobs effectively to ensure service levels are met
- Monitor jobs from start to finish, maintaining regular communication with customers and drivers
- Accurately price and cost jobs in line with company processes
- Proactively resolve issues and manage customer concerns or complaints
- Monitor real-time resource availability and operational performance
- Ensure SLA targets and response times are consistently achieved
- Identify opportunities to improve efficiency and maximise profitability
- Work collaboratively with colleagues to deliver an exceptional customer experience
What We're Looking For
We're keen to hear from candidates who are:
- Customer-focused with a passion for delivering exceptional service
- Skilled communicators with excellent telephone and written communication abilities
- Organised and highly attentive to detail
- Confident working in a fast-paced, high-pressure environment
- Able to solve problems and make decisions independently
- Flexible and adaptable with a positive attitude towards change
- Strong team players who can also work effectively on their own initiative
- Experienced in administration and managing multiple priorities simultaneously
Desirable Experience
While not essential, the following experience would be advantageous:
- Previous customer service or contact centre experience
- Logistics, transport, or courier industry experience
- Experience working within a service-led operational environment
What We Offer
✅ Permanent, full-time position
✅ Supportive and friendly team environment
✅ Opportunity to join a rapidly growing business
✅ Casual dress
✅ Company pension
✅ Free on-site parking
✅ Health & wellbeing programme
✅ Sick pay
✅ Employee store discounts
Shift Pattern
Please note: This role operates on a 4 on / 4 off rolling shift pattern, working 12-hour shifts, typically 7:00am – 7:00pm.
Job Types: Full-time, Permanent
Pay: £28,000.00 per year
Benefits:
- Casual dress
- Company pension
- Free parking
- Health & wellbeing programme
- On-site parking
- Sick pay
- Store discount
Ability to commute/relocate:
- Tamworth B78 3HH: reliably commute or plan to relocate before starting work (required)
Experience:
- Contact Centre Environment: 1 year (required)
- Customer Service: 1 year (required)
- 4 on 4 off shift working: 1 year (preferred)
- Logistics Industry: 1 year (preferred)
Work Location: In person
