Customer Support Manager / Customer Service Manager

**Customer Support Manager / Customer Service Manager** Peterborough \- In office Monday – Friday (potential flex to hybrid in the future) 9\-5pm Up to £60,000 \+ Car allowance \+ 5% Bonus We’re supporting a well\-known business in the search for a **Customer Support Manager / Customer Service Manager** to lead and develop their customer service function within a busy logistics operation. This role sits within the logistics arm of the business and is focused on delivering a consistently high\-quality customer experience. You’ll lead a small team, work closely with internal departments and 3PL partners, and ensure customer issues are resolved efficiently while maintaining strong service levels. It’s a great opportunity for someone who enjoys improving processes, leading teams, and being the go\-to person when it comes to resolving customer challenges. **What you’ll be doing as Customer Support Manager** • Leading and developing the Customer Service team, including performance management, recruitment and day\-to\-day leadership • Acting as the key point of contact for regional and site teams, ensuring customer queries and issues are managed effectively • Working cross\-functionally with commercial, production and logistics teams to resolve customer\-facing issues • Managing escalations and ensuring customer communication is clear, professional and timely • Overseeing customer care orders to ensure delivery within required timeframes • Preparing weekly and monthly management reports and providing updates to senior leadership • Monitoring KPIs across the customer service function and driving improvements where needed • Ensuring best practice processes are followed when dealing with customer queries and complaints • Working with internal teams and external 3PL partners to ensure a seamless customer experience • Driving continuous improvement initiatives across processes and systems **What they’re looking for** • Experience leading a customer service or customer support team • Strong communication skills – both written and verbal • A customer\-first mindset with the ability to resolve issues quickly and effectively • Strong analytical skills and confidence working with performance data and KPIs • Experience working on (and ideally implementing) a CRM system • Ability to work autonomously and take ownership of the function • Experience working cross\-functionally across operations, logistics or supply chain environments • Continuous improvement or Lean experience would be beneficial **Measures of success** • Customer communications responded to within 24 hours • Customer care queries resolved within agreed SLAs • Strong KPI performance across customer satisfaction and service delivery • Positive feedback from internal stakeholders and site teams • High\-quality performance management and engagement within the team If this sounds like something you’d be open to hearing more about, please apply here or email holly@pod\-talent.com for further details.