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.

Customer Service provide support, assistance and information to members, non-members and colleagues. This busy department is the primary point of contact for our customer and the aim of the role is to provide a memorable and positive experience for all. Working in partnership with Logistics UK Internal Stakeholders the Customer Service Executive is responsible for providing first line support for all incoming enquiries.

• Primary point of contact for all inbound enquiries, including phone calls and emails. Identifying the appropriate onward action and taking ownership of the request.
• Proactively follow up web and general enquiries to gain further information. Close the opportunity or forward to the relevant account manager/department as required.
• Post sales administration processes, including completion of job tickets, new contracts, training and event requests. Sending the appropriate joining instructions to all.
• Pre and Post Event administration.
• Manage the course booking/administration of all Training Consolidated Opportunities and Contracts.
• Explore opportunities to upsell where applicable.
• Liaise with other departments, promoting cross team working.
• Proactively manage membership debts, ensuring all allocated are resolved within the allotted time scales and team targets are met.
• Log all communications with members onto the database accordingly.
• Maintain the integrity of data in the CRM system through regular and accurate record updates.
• Meeting both external and internal SLA’s.
• Own and maintain the Customer Service process folder.
• Work by the Customer Service Team Ethos and Phone Protocol.
• Management of returned mail to ensure records are kept up to date.
• Assist with Reception cover as required.
• Work as part of the Customer Services team assisting colleagues and customers alike. Where necessary, undertaking additional responsibilities as required by Logistics UK.
• Any other duties deemed necessary by the Customer Service Manager in conjunction with the smooth running of the business.
• Demonstrate the Logistics UK’s core values (Excellence, Dynamism, Togetherness, Reputation).

Requirements

• Customer focused approach.
• Exceptional telephone communication skills with a professional and confident communication style.
• The ability to communicate at all levels with customers and internal stakeholders and using different methods of communication (letters, reports, e-mail, telephone, presentations).
• Strong analytical skills and the ability to use IT systems including CRM databases.
• Reliable, punctual, and possessing well developed planning and organisational skills.
• Computer literate, with the ability to use varied IT systems including CRM databases.
• Demonstrate strong numeric and literacy skills.
•  Proven ability to manage own time and workload whilst remaining a team player.
• Candidates should be confident and self-motivated, demonstrating a professional attitude and proactive approach.
• Ability to work under pressure and meet deadlines.

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