Head of Account Management & Customer Services

About Logistics UK

Logistics UK, formerly the Freight Transport Association is one of the biggest business groups in the UK, representing the entire industry with members from the road, rail, sea, and air industries, as well as the buyers of freight services such as retailers and manufacturers whose businesses depend on the efficient movement of goods.

An effective supply chain is vital to Keep Britain Trading, directly impacting over 7 million people employed in making, selling and moving the goods that affect everyone everywhere. With Brexit, technology and other disruptive forces driving changes in the way goods move across borders and through the supply chain, logistics has never been more important to UK PLC.

Job summary

The role involves leading, managing, and developing Logistics UK’s Customer Service function and a mixture of an office and remote-based Account Management team to drive growth in line with Logistics UK's strategy. The focus will be on delivering high-quality service to both specified members and transactional customers. In addition, the role supports the Commercial Director in achieving targeted sales revenue. A key responsibility includes understanding the competitive landscape and collaborating with department leads to evolve, develop, or retire services, ensuring efficient service levels, continued market relevance, and modernisation.

This position is based in Logistics UK Head Office in Tunbridge Wells.

Responsibilities

Line management

• Lead and inspire the Customer Service and Account Management teams, driving engagement and consistently exceeding key business targets.
• Cultivate a positive, dynamic, and forward-thinking team culture that energises the team, attracting and retaining top talent.
• Ensure the team consistently delivers exceptional, high-quality service that exceeds customer expectations.
• Oversee the smooth day-to-day operations of the Customer Service team, ensuring efficiency and effectiveness.
• Create and implement impactful coaching and training plans that empower the team to grow and thrive.

Other duties & responsibilities

• Ownership – Act as the key escalation point for all customer issues and complaints, ensuring swift resolution in line with Logistics UK policies.
• "Know your numbers" – Drive growth by hitting sales targets, setting budgets, and creating a clear, actionable path to success.
• Relationships – Build strong partnerships with key stakeholders at all levels, contributing to the execution of Logistics UK’s strategic objectives.
• Customer loyalty – Foster long-lasting customer relationships by analysing engagement and driving exceptional customer experiences.
• Information-driven – Track and measure customer satisfaction targets, using insights for monthly KPI reporting and performance improvement.
• Planning for the future – Anticipate and understand evolving customer needs, helping shape Logistics UK's modernisation and change strategy.
• Collaboration – Partner with other business units to create a unified, integrated approach across the organisation.
• Ideas – Play a key role in wider business initiatives, contributing fresh ideas as part of the Senior Leadership Team.

Requirements

• Experience within a Customer Service Management or Sales Manager position.
• Clear track record of target achievement in previous positions.
• Previous working knowledge of CRM systems is a plus.
• Proficient in Microsoft suite: Excel, PowerPoint and desirable but not essential MS Dynamics.
• Articulate with strong communication, presentation and problem-solving skills.
• A commitment to continuous improvement.
• An ability to drive is required as part of the internal and remote management of teams across the organisations UK locations.

Benefits

We value our employees and offer a wide range of benefits recognising that no two employees are the same – everyone has different preferences and needs that change over time.

• 25 days of annual leave plus bank holidays
• Christmas Working Arrangement for extra days off during the festive period
• Health Cash Plan for all employees and Private Medical Insurance for managers
• Employee Assistance Programme and Mental Health First Aiders
• Enhanced Family Leave policy
• Flexible and remote working arrangements
• Two paid days off per year for charity or volunteering work
• Various learning and development opportunities
• Range of pension schemes
• Award scheme to recognise outstanding employees
• Life Assurance Scheme for peace of mind