Assistant Manager - Customer Services

Role Purpose:

1.

• Lead and empower the team through effective communication and leadership to enhance customer and employee satisfaction.

2.

• Set and monitor clear performance goals and service standards.
• Facilitate team meetings, ensure timely information sharing, and report potential customer losses.

3.

• Conduct regular coaching and provide immediate feedback to drive customer satisfaction.
• Analyse performance data and conduct annual appraisals, promoting accountability and service ownership.

4.

• Implement training and development plans to upskill employees.
• Identify high-potential staff for leadership roles to support succession planning.

5.

• Foster a customer-centric culture by implementing initiatives that enhance loyalty and retention.
• Coach staff on customer feedback principles and ensure quality monitoring aligns with service expectations.

6.

• Optimize employee schedules to meet service levels, providing real-time feedback on staffing needs.
• Report and resolve equipment issues promptly to maintain operational efficiency.

7.

• Ensure compliance with health, safety, and environmental standards, supporting their effective implementation in daily operations.

8.

• Drive initiatives that enhance customer experience, modelling behaviours that deliver exceptional service in line with market trends.
• Encourage adherence to best practices through continuous coaching and support.

1. Change Management

Technical Competencies:

Performance Management

• Ability to set, monitor, and evaluate key performance indicators (KPIs) for team members and overall service delivery.

Coaching and Development

• Expertise in conducting effective coaching sessions and performance appraisals that focus on skill enhancement and customer satisfaction.

Communication Skills

• Proficient in conveying information clearly and effectively across various channels, facilitating team discussions, and addressing service issues.

Data Analysis

• Strong analytical skills to interpret performance data, customer feedback, and operational metrics to drive improvements.

Customer Relationship Management

• Knowledge of customer service principles and practices, with the ability to foster strong relationships and address customer needs proactively.

Resource Optimization

• Capability to manage schedules and resources efficiently to meet service levels and operational demands.

Health & Safety Compliance

Understanding of corporate responsibility, health, and safety standards, ensuring adherence in all operational aspects.

Behavioral Competencies:

Leadership

• Inspires and motivates the team, fostering a positive work environment that encourages collaboration and high performance.

Adaptability

• Demonstrates flexibility in response to changing market conditions and operational challenges within the logistics sector.

Empathy

• Shows genuine concern for employee and customer needs, promoting a culture of support and understanding.

Problem-Solving

• Proactively identifies issues and implements effective solutions, ensuring continuous service improvement and customer satisfaction.

Accountability

• Takes ownership of team performance and customer outcomes, encouraging team members to do the same.

Integrity

• Upholds ethical standards and corporate values, promoting transparency and trust within the team and with customers.

Resilience

Maintains composure and effectiveness in high-pressure situations, encouraging the same in team members.