CUSTOMER SERVICE MANAGER The Role Key Requirements

CUSTOMER SERVICE MANAGER

The Role

We are looking to recruit a Customer Service Manager. Reporting to the Senior Manager - Planning, the role will be responsible for driving service improvement at the Port of Felixstowe by working with Operational and Commercial Teams to proactively identify and resolve issues for shipping lines, hauliers and other port users.

Key Requirements

To be the first point of contact for all operational aspects of customer service, building strong, sustained customer relationships

To manage customer service teams including headcount, resource, deployment and asset management in accordance with the annual budget

To identify and manage improvements in systems, processes and organisation within the scope of your role

For full details, please refer to the Role Profile.

Who are we looking for?

Suitable applicants will: Be educated to degree level or equivalent Have a high standard of numeracy and literacy Possess excellent communication and influencing skills Have good commercial and industry knowledge with evidence of building strong customer relationships Have proven knowledge of customer service interactions and report generation

It would be an advantage to have: 2 years experience in an operational management role An IOSH Managing Safety qualification A full UK driving licence

We are offering a salary of ?45,000 to ?48,000 per annum depending on skills and experience plus a generous benefits package

To apply, please visit our website and complete an application form in full. The selection process will involve a competency based interview, presentation and psychometric assessments. Please return your completed application to The HR Service Centre, Tomline House. The Dock, Felixstowe, IP11 3SY. 01394 602777.

Closing Date: 26/10/2015 Reference No: 8765

Job Title

Customer Service Manager

Responsible to Senior Manager - Planning

Job Purpose Customer Service

Financial Performance Improvement

Drive service improvement at the Port of Felixstowe by proactively identifying, and working with Operations and Commercial teams, resolving issues for shipping lines, hauliers and other port users.

Key Accountabilities:

Behaviours:

Measures of Success:

Provide first contact point for all

Customer Focus - Puts the customer Achievement and

operational aspects of customer

experience front of mind and inspires adherence to customer

service; discussions on productivity,

others to do the same.

contracts for all

stowage & planning, giving

Demonstrates commitment through customers; shipping,

consideration to contractual

active Interfacing between

logistics, UKBF etc.

agreements and commitments.

commercial and Ops teams;

Customer surveys &

Build and sustain relationships with all preparing and cascading regular

customer feedback

customers, identifying areas to mutually customer updates to wider business Issues outstanding

improve operational delivery and

arenas.

VBS performance

anticipating and resolving issues.

Lead and own Terminal Partnering against SLA

Regular interaction with POF claims

Projects with customers.

Successfully

team to investigate and report on

Analysis and investigation of

implement internal

damage, lost and other container

customer raised concerns / claims, commentary through

enquiries.

taking balanced decisions when

regular analysis and

Maintain service to all customers,

dealing with complex and fast

reporting (reports to

Shipping, Rail, Examinations and

evolving situations.

Executive level).

Hauliers, actively communicating on

Assisting with hosting of customer

issues (e.g. weather) and managing

visits and attendance of selected

traffic flows arriving at the port.

customer events.

Manage escalated VBS queries

including user access, communications

& data management.

Manage Customer Service teams including headcount, resource deployment and asset management in accordance with and to meet established budget.

Manage revenue from VBS charges, including sign off approval of refunds or changes.

Driving Performance - Demonstrates personal and mutual accountability by role modelling a route to a clear, shared vision. Balance the big picture with daily operations ? Balance and manage implementation of strategy to complement daily operations.

Budget for Customer Service area. VBS revenue review and overall reduction in Claims.

Continually strive to improve service to customers by understanding requirements and working with own teams and the Service Delivery teams to action.

Analyse available data to ensure haulier flows are optimised in line with resource, yard demand and other internal & external factors.

Identify and manage improvements in systems, process or organisation within scope of role.

Organise, chair, produce action plans and take Port accountability for regular customer meetings & forums, weekly, monthly & quarterly; including all aspects of Port customer base ? Shipping, Rail, Examinations and Road

Continuous Improvement - Acts to improve processes, products and services. Enables a proactive and supportive approach to change through championing new ways of doing things and encouraging creative thinking Influence others - Present ideas supported with compelling evidence to gain support from others.

VBS performance % issues resolved Delivery of projects in time and to agreed ROI.

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August 2015

People

Lead a multi-disciplinary team of up to (20) people, including both graded staff and operators, with indirect influence over TCOs.

Build effective relationships with a wide range of stakeholders from haulage community, shipping lines, agents and shippers to UKBF, HMRC and other port users.

Work closely with commercial and operational teams to resolve service issues.

Developing Others - Encourages a culture of learning and collaboration, providing opportunities for others to develop their potential. Personal Impact - Builds trust and earns the confidence of others, through maintaining constructive relationships even when under pressure

Employee engagement RIDDOR Accident Incident and Severity Rate Sickness Absence Quality of 1-1 meetings, with evidence based feedback.

Responsibility for People

Proven leadership experience to manage Customer Service Support and Customer Service Centre.

Strategic and operational (indirect) influence over (>30) TCOs including setting performance standards and agreeing deployment (labour order) for gates.

Managing internal and external stakeholder relationships is essential, including hauliers, agents, Port Users, Port & Suffolk Police.

Responsibility for Assets

Responsible for own, shared and team assets including PCs, Buildings, Vehicles, THA Boards, Driver Consoles and Handheld Devices.

System owner for VBS including security, access, improvements, service levels and revenue.

Responsibility Accountable for the delivery of department budgets, driven through proven ability to set and meet targets.

for Finance

Accountable for driving increased revenue from development of the VBS system.

Decision Making

Proven experience of making real-time operational decisions which impact service and budget.

Strong skills in analysing data and interpreting management information to make key business decisions, e.g. planning VBS levels.

Required to make decisions which may have significant commercial or financial impacts.

Communication

Excellent communicator and influencer of stakeholders at all levels, both internally and externally.

Expected to have the ability to negotiate on issues within scope of role. Ability to develop excellent customer facing skills.

Experience & Knowledge

A preference for 2 years in an operational management role, with a proven and demonstrable knowledge in customer service interactions and report generation and delivery, with acumen to build a knowledge base of each client's business, organisation and objectives.

Good commercial and industry knowledge, with evidence of building strong customer relationships.

Possess a good understanding of container / logistics industry.

Qualifications

Mental Demands

Degree level education or equivalent, able to demonstrate a high standard of literacy and numeracy skills. Preference for an IOSH Managing Safely qualification with potential to undertake in role training to achieve a NEBOSH qualification.

High level of mental demands to concentrate in a fast-paced, complex environment. High degree of data analysis to support decision making.

Physical Demands

Health & Safety Exposure

Exposure to operational environments with low degree of physical activity

Office based but with frequent exposure to operational environments. Requirement to demonstrate safety leadership, role modelling and supporting team and others to work safely.

JD0912 ? Issue 5

August 2015

Authorised by: Manager's name:

Signature:

Accepted by: Job Holder's name:

Signature:

JD0912 ? Issue 5

August 2015

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