Work With LTS Global Solutions
We’re always on the lookout for high quality employees. If you think you have what it takes then please forward us your up to date CV by post or email and complete the application form linked below.
At LTS Global Solutions Ltd, we are committed to fostering an inclusive and diverse workplace where all individuals are treated with respect and dignity. We believe that the unique contributions of each team member drive our success, and we are dedicated to creating an environment that values and celebrates differences.
We are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic as outlined by law.
Our hiring practices are designed to ensure that all candidates are given a fair opportunity throughout the recruitment process. We strive to create a welcoming space where everyone feels empowered to bring their full, authentic selves to work.
Join us in our mission to provide innovative solutions while upholding the highest standards of integrity and inclusivity. Together, we can continue to build a company that reflects the diversity of our customers and communities.
LTS Global Solutions Ltd is where your unique journey can find its next challenge. We look forward to growing together.
Customer Service Manager - Warehouse & Logistics
📍 Hams Hall, Birmingham
Job Scope
The Customer Service Manager is responsible for leading and developing the warehouse customer service function to deliver exceptional service across all warehousing and logistics customers.
This role acts as the critical link between customers and operations, ensuring customer requirements are fully understood, communicated and delivered through operational excellence. The Customer Service Manager will drive a proactive customer-centric culture, improve communication between departments, own service recovery processes and lead continuous improvements that enhance customer satisfaction, retention and operational performance.
The successful candidate will be a hands-on leader who thrives in a fast-paced multi-customer 3PL environment and is passionate about delivering outstanding customer experiences while maintaining operational discipline.
Key responsibilities
Customer Relationship Management
- Act as the primary escalation point for customer service issues and service failures.
- Build and maintain strong relationships with warehouse customers.
- Conduct regular customer review meetings and service calls.
- Ensure customer enquiries, complaints and requests are handled professionally and within agreed service levels.
- Proactively identify customer concerns and implement preventative solutions.
- Support customer retention through excellent service delivery.
- Ensure customer requirements, SOPs and service expectations are clearly understood across the operation.
Service Delivery & Customer Experience
- Monitor and manage service levels across all customers.
- Drive a culture of proactive communication rather than reactive problem solving.
- Lead service recovery activities when operational failures occur.
- Ensure customers are informed promptly of any risks to service delivery.
- Analyse customer complaints and identify root causes.
- Implement corrective and preventative actions to reduce recurring issues.
- Promote a customer-first mindset throughout the business.
Team Leadership & Development
- Lead, motivate and develop the customer service team.
- Conduct regular one-to-ones, coaching sessions and performance reviews.
- Develop training plans to improve knowledge, confidence and capability.
- Create a culture of accountability, ownership and continuous improvement.
- Set clear performance expectations and monitor achievement against KPIs.
- Support recruitment, onboarding and succession planning activities.
- Lead by example and promote company values and behaviours.
Operational Collaboration
- Work closely with Warehouse Operations, Transport, Shipping, Compliance and Finance teams.
- Ensure customer priorities are clearly communicated to operational teams.
- Participate in daily operational reviews and service meetings.
- Support investigation of stock discrepancies, service failures and customer complaints.
- Ensure customer requirements are accurately reflected within warehouse processes.
- Drive effective communication between customer service and warehouse operations.
Performance Management & Reporting
- Monitor and report on customer service KPIs.
- Analyse trends relating to:
- Customer complaints
- Service failures
- Response times
- Order accuracy
- OTIF performance
- Customer retention
- Produce regular reports for senior management.
- Identify improvement opportunities based on customer feedback and operational performance.
- Support customer business reviews and performance meetings.
Continuous Improvement
- Identify opportunities to improve customer service processes and efficiency.
- Review current ways of working and implement best practice.
- Drive root cause analysis for recurring issues.
- Develop and maintain SOPs and process documentation.
- Support implementation of new customers and operational change projects.
- Champion continuous improvement initiatives across the business.
Experience Skills:
Essential
- Experience within a warehouse, logistics, transport or 3PL environment.
- Experience leading or supervising a customer service team.
- Strong understanding of customer service principles and service delivery.
- Experience managing customer complaints and escalations.
- Ability to investigate operational issues and identify root causes.
- Experience working with KPIs and performance reporting.
- Strong communication and relationship-building skills.
- Confident working cross-functionally with operational teams.
- Proficient in Microsoft Office
- Strong organisational and prioritisation skills.
- Ability to work effectively under pressure
- Experience using CRM, WMS or operational systems.
- High levels of accuracy and attention to detail.
Desirable
- Multi-customer 3PL warehouse experience.
- Warehouse Management System (WMS) experience.
- Transport Management System (TMS) experience.
- Continuous Improvement experience.
- Process mapping and SOP development experience.
- Formal leadership or customer service qualifications.
Aptitudes and abilities:
The successful candidate will demonstrate:
- Customer-first mindset.
- Strong accountability and ownership.
- Calmness under pressure.
- Resilience and determination.
- Excellent attention to detail.
- Commercial awareness.
- Positive and constructive leadership style.
- Ability to challenge respectfully.
- Strong problem-solving capability.
- Continuous improvement mindset.
- High levels of integrity and professionalism.
Corporate, Social and Cultural Values:
Always ensure that there is a positive projection of our company values:
· Integrity – We hold ourselves accountable and aspire to deliver a high-quality service consistently.
· Trust – We will inspire trust by matching our behaviour to our words and taking responsibility for our actions.
· Partnership – We will strive to understand, grow and create a positive partnership with our customers, suppliers and employees.
· Efficiency – We’re efficient with both time and resources to help ensure we’re doing our best for our customers.
· Passion – We are passionate about delivering the best solutions and service for all and build positive relationships through outstanding service with each interaction whether internal or external.
· Honesty – We are honest in our communications and promote openness which empowers us and develops consistency.
Key Performance Indicators:
- Customer satisfaction levels.
- Response times to customer enquiries.
- Complaint resolution times.
- Customer retention and feedback.
- Accuracy of customer information.
- Achievement of customer service KPIs.
Profile:
- Professional
- Customer-focused
- Approachable
- Organised
- Proactive
- Resilient
- Adaptable
- Reliable
- Trustworthy
- Positive
- Solution-oriented
- Excellent communicator.
- Promotes partnership, trust and teamwork across the business.
- Lives locally to Coleshill
Working hours and Package:
Full-time permanent role Monday to Friday. Working 09:00 – 17:30hrs however, some flexibility will be required due to the nature of the role and this could change dependent on business needs.
- 33 days holiday (25 days + bank holidays)
- Birthday half day*
- Healthy half-day birthday top up*
- Holiday purchase scheme
- Employee referral reward
- Long service rewards
- Access to onsite gym
- Company pension*
- Employee Assistance Programme (including family cover, legal and wellbeing support)*
- Life insurance*
- Company uniform*
- Modern facility
*after probation period.
To apply please email CV to jobs@ltsglobalsolutions.com or complete the online application form.
We are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic as outlined by law.
HGV Class 1 Floating Driver
Location: Hams Hall (Birmingham)
Reporting to: Transport Manager
Hours: Monday to Friday, 10 hours per day (some flexibility required)
Holiday: 25 days + bank holidays (33 days total)
Job Scope:
We’re looking for a proactive and flexible Class 1 Floating Driver to join our transport team. This is a fantastic opportunity for someone who enjoys variety in their day-to-day work and is keen to support across different routes and vehicle types.
Key Responsibilities:
- Drive a range of Class 1 and under vehicles to cover holidays, sickness, and operational needs.
- Deliver goods safely and efficiently, ensuring excellent customer service at every stop.
- Conduct pre-departure vehicle checks and report any defects.
- Secure loads properly and assist with unloading where required.
- Maintain accurate delivery records and communicate effectively with traffic planners.
- Adhere to all transport regulations, company policies, and health & safety standards.
- Participate in ongoing driver assessments, CPC training, and e-learning.
What We’re Looking For:
- Valid Class 1 licence and willingness to drive various vehicle types.
- Flexibility to do nights out when required.
- Strong geographical knowledge and time management skills.
- A professional, team-oriented attitude with a commitment to safety and service.
Working hours and Package:
Monday to Friday 10 hours per day. Some flexibility and overtime will be required due to the nature of the role.
What You’ll Get:
- 33 days holiday (25 days + bank holidays)
- £19.50 p/h / £45,630 PA basic
- Overtime, meal and night out allowances (where applicable)
- Clean, modern vehicles and funded CPC training
- Birthday half day*
- Healthy half-day birthday top up*
- Holiday purchase scheme
- Employee referral reward
- Long service rewards
- Access to onsite gym
- Company pension*
- Employee Assistance Programme (including family cover, legal and wellbeing support)*
- Life insurance*
- Company uniform*
*after probation period.
Full-time permanent role working Monday to Friday 10 hours per day. Some flexibility will be required due to the nature of the role.
*after probation period.
To apply please email CV to jobs@ltsglobalsolutions.com or complete the online application form.
We are proud to be an equal-opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic as outlined by law.
Benefits of working for LTS
- 25 days holiday, plus bank holidays
- Birthday half day & Healthy half day Birthday Top up*
- Clean and modern vehicles (fridge, microwave)
- Employee referral reward
- Long service rewards
- Employee ideas rewards
- Onsite gym
- Uniform
- Employee assistance programme including cover for family
- Life Insurance
- Employee benefits programme including shopping discounts, legal and well-being support
- Company pension
- Funded CPC training (Drivers)
- Accredited ITSARR licences (Warehouse ops).
