Customer Service - Group Customer Experience Manager
Core
Manage daily operations of the Customer Experience Department, ensuring superior service, meeting KPIs for call handling and bookings, and leading a team of 1-5 staff.
Role type
Group Customer Experience Manager
Builds
Customer service operations, booking management, and client support for a transport and logistics group.
Domain
Logistics and Transport
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team leadership, performance management, KPI monitoring, customer service standards enforcement, training and development, conflict resolution, policy compliance, operational reporting
Preferred skills
Experience in transport/logistics customer service, knowledge of dangerous goods and manual handling regulations, proficiency with transport management systems (TMS)
Technologies
Transport Management Systems (TMS), Machship, Ilogix
Responsibilities
Oversee inbound call center operations to meet strict KPIs (e.g., answer within 3 rings, <110s handling time); Manage client bookings ensuring accurate data capture and compliance with safety policies; Lead, train, and performance-manage the Customer Experience team; Act as an escalation point for high-level client issues (complaints, lost goods); Ensure compliance with company policies regarding dangerous goods and manual handling.
Seniority
Senior, hands-on IC
