* Operations Service Manager
* Managing 3 areas - Customer Service, Administration & Control Centre
* Logistics & Distribution focused business
* £50,000 - £60,000 plus car / allowance, bonus & benefits
* Huddersfield (fully on site)
Client Details
Page Group are delighted to be partnering with an industry leading Distribution & Logistics focused business who are looking to appoint a Operations Service Manager within a newly created role. This role is critical in supporting the customer on a daily basis and will manage 3 areas, Customer Service (B2B), Admin & Control Centre (reactive customer solutions - supporting field teams)
Description
* Management and oversight of 50fte across 3 teams with 3 direct reports (manager level)
* Customer Service - responsible for daily interactions with B2B customer updating them on potential changes to their order
* Administration - back office support for the wider business
* Control centre - supporting a field based operation, providing reactive support to ensure customer SLA’s / contractual agreements are met. Including potential changes in routes, changes in delivery amounts and timescales. Reactive only
* Drive process improvement activities across all areas to ensure all actions are fit for purpose, effective, efficient and drive customer satisfaction
* Create a solutions based approach across the team, providing positive resolution and outcomes across complaints, driver triage and other areas
* Create a culture responsible for delivering world class service to customers during all interactions
* Take proactive ownership of SLA’s & Contractual agreements ensuring everything is done to keep with parameters and positive outcomes are achieved
* Ensure customer complaints are accurately recorded, documented and positive resolutions are achieved in the fastest possible time frames with minimal to no impact on the customer
* Work with planning function to identify and highlight any possible issues, trends and drive improvements where possible
Profile
* Experience leading complex service operations - potentially including field based function, engineers, fleet, drivers etc
* Strong customer service background and focus
* Evidence of driving continuous improvement across a large scale, complex team
* Extensive stakeholder management experience across all levels
* Ability to work in a fast paced demanding environment
Experience managing varying contractual agreements
Job Offer
The role of Operations Service Manager will join a leading distribution & logistics focused business based in the Huddersfield area.
The position offers a generous base salary of between £60,000 & £65,000 bonus, 25 days holiday plus bank holiday, company pension, life insurance, life assurance
Please not - this role is 5 days on site
Located in Huddersfield, the company has great links to the M62, with candidates encouraged to apply across Huddersfield, Halifax, Leeds, Bradford & Wakefield