Group Customer Service Manager

Join our quality Commercial Team - where you will be paramount in overseeing the smooth and efficient running of the customer service team for Pall-Ex Groups quality corporate customers.

Your goal will be to achieve performance and service level targets, meet and exceed customer expectations, resolve queries and find solutions.

Location: Pall-Ex Head Office, Ellistown Leicestershire LE67 1FH

Reports to: Commercial Director

Direct Reports: 12 people

Key Responsibilities:

  • Carry out ongoing training sessions to ensure the team remains knowledgeable and aware of any changes to operating procedures

  • Liaise with Customer Service Advisors to ensure continuity of service and ongoing service levels

  • Deal with and resolve customer’s complaints to ensure that issues are resolved effectively and efficiently, as required.

  • Communicate on regular basis to the Customer Service Advisors through team briefings, to ensure everyone remains up to date with procedure changes and general information.

  • Be fully familiar with Pall-Ex MSA, Pall-Ex Conditions of Carriage, CMR, Customer Information Booklet and Pall-Ex hub operational, administrative and credit procedures.

  • Be aware of and adhere to Pall-Ex to Pall-Ex ISO standards and H&S procedures.

  • Knowledge in the Transport industry is essential in order to fulfil the requirements of the role

  • Excellent communication at all levels

  • Organisational and planning skills to develop Customer Service Team

  • Problem-solving skills


General Responsibilities: 

  • Working towards and supporting Company goals, values and objectives

  • Ensure the highest level of quality of service is provided to both internal and external stakeholders at all times

  • To complete all necessary administration duties

Qualifications and experience needed:


  • Minimum of three years experience in a management role

  • Customer service experience is essential - ideally in the logistics or relevant B2B company

  • Strong leadership and relationship management skills

  • Competent in Microsoft office and a CRM

  • Excellent communication skills

  • Full UK driving license 

Please no agencies at this time. We work with a carefully selected set of recruitment agencies, and we are not looking to add to our approved supplier list at this time.


To apply:

Send your CV and a covering letter to

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©2020 For-Ex Distribution Network Limited | Company No. 03865865 (England and Wales) | Part of the Pall-Ex Group | Registered Address: Pall-Ex House, Victoria Road, Ellistown, LE67 1FH