Customer Service Manager
hace 2 días
Coventry
Location: Coventry (Office based, initially with a move to hybrid long term) Salary: £35k – £40k + Performance Bonus + 8% Pension Working Pattern: Monday – Friday (09:00–17:00) Sector: High-Growth Luxury Logistics Overview: Are you ready to lead a centre of excellence for the luxury sector? We are looking for a people-focused leader to shape a flagship operation from the ground up. Our customer operates at the intersection of global logistics expertise and start-up agility. Based at their flagship Coventry site they provide bespoke aftersales and fulfilment for high-growth, prestige brands. This role is about more than just management; it is about building a sustainable, high-performing culture in a dynamic environment. We are looking for a 21st Century Leader - someone who is inclusive, adaptable, and motivated to leave a legacy. You will have direct exposure to senior leadership and the opportunity to make a tangible impact on a high-profile operation. The Role: • Impactful Leadership: You will enjoy the autonomy of a start-up environment, supported by the world-class infrastructure of a market leading brand, • Luxury Standards: Our clients occupy the high-growth luxury space. You will lead your team to ensure every customer interaction reflects that prestige, maintaining a goal of 90%+ customer satisfaction (CSAT)., • Team Development: Lead and mentor an ambitious team of 8+. You will be responsible for creating a supportive environment where potential is nurtured into excellence., • A Flexible Future: This role requires a consistent on-site presence during the initial transition phase. Once operational stability is achieved, you will lead the shift towards a flexible hybrid model. Your Contribution • Empowering Others: You will lead the full employee lifecycle, from inclusive recruitment and onboarding to continuous coaching and professional development., • Insightful Analysis: You will use data to tell a story. Using Excel and CRM tools, you will identify contact trends, prepare operational reports, and share strategic recommendations with the senior team., • Collaborative Problem Solving: Act as the vital link between the customer and the warehouse, working closely with fulfilment teams to resolve complex queries and improve processes. The Ideal Person for the Customer Service Manager will: • Have led at managed teams before in a Logistics, Retail, or product-led Customer Service environment to ensure you have a basic understanding of the supply chain. You may be an established Manager or an emerging talent who is restricted by growth in your current role, • Be proficient with MS Office (Teams, Excel, Outlook) and comfortable using multi-channel ticketing systems (the team also use an AI ChatBot, • Thrive in evolving environments and possess the focus to deliver high-quality results during periods of change., • Ideally be available on a 4 week notice period or less, as this is an urgent role! Why Apply? • Salary: £35,000 – £40,000 (dependent on experience) + performance bonus., • Inclusive Benefits: Industry-leading 8% employer pension, 24/7 GP access, and a range of retail and lifestyle discounts., • Professional Visibility: Significant opportunities for career growth within a global organisation. Our Process We value transparency and efficiency. Our process consists of a one-stage panel interview focused on your leadership style, values, and experience. We are committed to providing a fair and inclusive recruitment experience for all candidates. Ready to lead the way? Apply today.