Customer Service Supervisor – FTC Maternity Cover: Eezehaul

Customer Service Supervisor – FTC Maternity Cover

We provide competitive and dependable logistics solutions across the UK, and that’s how we’ve become the South East’s largest regional FORS Silver approved carrier.

We are growing, we are stable, and we are looking for an experienced Supervisor to join our very busy Operations Team for a 6–12-month Fixed Term Contract Maternity Cover.

We would like to fill this position by August/September 2021 so that a fully comprehensive handover can take place.

Salary and Benefits:

Full details on Employee benefits can be found on our website https://www.eezehaul.co.uk/about/eezehaul-employee-benefits/

• Competitive salary of up to £28,000 pa, dependent on experience, (pro rata depending on length of contract)
• Overtime rates paid after 9 hours worked on week days, daily at 1.25hrs
• Overtime rates for Saturdays at 1.50hrs
• Yearly cost of living increases
• Length of Service salary increase after 3, 6 and 10 years
• Non-contractual company bonus scheme
• 3% Pension Contribution
• £500 refer a friend scheme
• Employee Assistance Programme and Yearly Health MOT’s
• 28 days annual leave, including bank holidays, rising yearly up to the maximum of 34
• Discounts on customer products, services and use of Eezehaul van hire
• Work social events and fully paid for Christmas party
• Eezehaul Academy driver sponsorships - From 7.5t up to Class 1

Responsibilities of Role:

• To lead and manage the customer service team and act as a focal point for all staff to ensure the team perform as effectively as possible.
• To cover the team with absence and holiday leave.
• To develop and implement a training programme to agreed procedures for all staff within designate roles.
• To answer and manage the telephones and emails in a timely and appropriate manner, including customer queries and quotes for pallet service for both new and existing customers
• Make sure all invoice queries all are actioned and responded to in an efficient timeframe.
• To manage all TPN claims in a timely and professional manner
• To manage the customer complaints escalation process to a positive resolution.        
• Manage customer redelivery requests
• Develop and maintain positive customer relationships, and manage complaints effectively ensuring that goodwill is maintained
• Resolve depot queries
• To produce and check reports to ensure high customer service standards are maintained and adhere to network standards
• System input – including driver proof of deliveries, client manifests and client third party collections
• Resolve driver queries – including a morning and evening debrief
• Meet set time frames and maintaining high standards with regard to third party collections, daily driver debriefs and daily dispatches
• To ensure that all documentation is completed neatly, accurately and on time.
• Write and update Policies and Procedures in line with company standards
• Update team in operating procedures/ changes
• To support the Operations Manager/Director as required, to ensure both the effective and efficient running of company operations at all times
• Lead by example, and motivate team members
• Ensure all employees maintain a high standard of operational performance (including attendance and punctuality) and standards of appearance
• To provide training and development within the team ensuring all employees have adequate knowledge and skills.
• To ensure that all staff adhere to company policies and procedures and provide training to the team where necessary.
• To support the line manager by mentoring / coaching team members as required
• To be aware of, and to ensure compliance with all legal and statutory requirements with particular reference to Health and Safety regulations
• To carry out other tasks that may be required by the company from time to time

Requirements of Role:

• Previous Logistics or Transport Office Experience is essential.
• FORS and CPC knowledge would be advantageous.
• 1+ year experience in a Supervisory/Team Leader role
• Excellent customer service and communication skills.
• Flexibility to cover other shifts when required.
• Have a proactive and practical approach.