We have an exciting opportunity available for a Customer Service Manager tojoin our Liverpool office**.** You will join us on a full-time, permanent basis. In return, you will receive a competitive salary and benefits.
CMA CGM SSL INEUR, a subsidiary of the CMA CGM Group, is a leader in multimodal logistics and door-to-door intra-Europe transport.
CMA CGM SSL INEUR's door-to-door solutions connect Northwest Europe, the Baltic countries and Russia with the Iberian Peninsula, the Canary Islands and Morocco via short sea routes, rail, road, and inland waterways, thus combining various modes of transport with innovative logistics services for a secure and cost-effective customer experience.
CMA CGM SSL INEUR is also a European leader in sustainable transport thanks to its fleet of LNG-powered vessels and trucks.
The Customer Service Manager role:
As our Customer Service Manager you will work closely with the Head of UK Customer Service to lead and drive improvements in relation to the quality and productivity of operations and customer service. This will need to be achieved through development of the customer service team, and ongoing review of core KPIs, processes and procedures.
To set key goals and objectives to meet SSL Intra NEUR mission and vision and manage departmental projects. It is important to inspire employees by keeping them motivated by recognising development areas, implementing training plans, setting workable goals, decision-making, coaching techniques, and involving employees to be part of projects.
Your responsibilities as our Customer Service Manager will include:
- Lead and manage the Specialist team.
- Ensure department achieves recognised levels of productivity as related to operational functions and meets customer satisfaction.
- Review productivity on the team and align with appropriate headcount & team structure.
- Ensure operations are run within KPI parameters and develop/maintain relevant key performance indicator reporting tools.
- Maintain thorough knowledge of internal systems & services, as well as legislation & maritime regulations.
- Perform yearly appraisal with team members and provide individuals with feedback, objectives and plan training/development.
- Support Team Leaders to be able to complete Half Yearly Reviews to ensure employees are engaged with the business and a follow-up from the Appraisal.
- Customer Service Town Halls to ensure up-to-date information is shared within the business.
To become our Customer Service Manager, you'll need:
- Proven background in shipping and logistics (Essential)
- Team Management Experience (Essential)
- Excellent people management, leadership, coaching and motivation skills
- Excellent communication and interpersonal skills
- Excellent organisational skills at both a strategic & operational level with strong attention to detail.
- Responsibility for ensuring that local Health and Safety policies and procedures are followed in order to ensure own safety and the safety of others
- Educated to GCSE or equivalent - Minimum of grade C in English and Mathematics (Essential)
- Degree in Business/Management or relevant experience at an equivalent level (Essential)
Not only do we offer a competitive salary, we also offer a generous benefits package including:
- 25 days annual leave (plus public holidays) increasing with length of service plus additional day over Christmas period and the opportunity to buy/sell annual leave
- Discretionary annual bonus
- Enhanced pension scheme up to 15% total contribution
- Life assurance x4
- Commitment to promoting awareness and understanding of Mental Health through our Mental Health and Wellbeing Charter
- Private healthcare (BUPA) + Healthcare Cash plan, including an Employee Assistance Programme
- Local and global development opportunities across 160 countries within the CMA CGM Group, including opportunities at our iconic Head Office tower in Marseille
- Hybrid Working
- Cycle to work scheme/ Season ticket loans
- Enhanced policies including Maternity & Paternity
- Employee recognition awards
- Considerable scope for personal and professional growth through the CMA CGM Academy
Are you bold, imaginative, ready to take the initiative with integrity, and feel you are the right candidate for the Customer Service Manager role, please click ‘apply' now! We would love to hear from you!