Customer Service & Delivery Manager

Swansea Office, Riverside House, Normandy Rd, Plasmarl, Swansea SA1 2JA

About GVG

Global Vehicle Group (GVG) is the UK’s largest and most diverse B2B leasing broker. Through our specialist brands – Global Vans, Fleet Alliance, XLCR and LCV Group – we manage over 70,000 vehicles with assets under management exceeding £2.5 billion.

About the lcv group

The lcv group is one of the UK’s leading providers of vehicles. For more than 20 years we have supplied businesses with the best vans at the best prices, and our diverse range has expanded to include cars, fleet services, and flexible hire options.

The Role

As part of our continued growth, we are looking for a confident, organised, and detail-focused Customer Service & Delivery Manager to oversee the day-to-day operations of our Customer Service and Service Delivery functions.

This role is responsible for ensuring the teams consistently achieve targets, deliver excellent customer experience, and maintain high operational standards across all customer touchpoints. The successful candidate will take ownership of operational performance, reporting accuracy, process management, customer escalations, and the smooth coordination of customer documentation and deliveries.

This is a hands-on management role requiring strong organisational skills, accountability, and the ability to lead by example in a fast-paced environment.

What will I be doing

· Manage and support the Customer Service and Service Delivery teams on a daily basis

· Drive team performance against targets, KPIs, and operational objectives

· Monitor productivity, quality, and customer outcomes across both functions

· Provide coaching, guidance, and ongoing support to team members

· Foster a positive, accountable, and customer-focused working culture

Customer Service Operations

· Oversee customer enquiries, requests, and complaint resolution

· Take ownership of customer escalations and ensure timely, professional outcomes

· Ensure all customer interactions are handled efficiently and to a high standard

Service Delivery Operations

· Ensure accurate and timely delivery of customer documentation

· Coordinate and oversee customer deliveries and operational fulfilment

· Maintain high levels of accuracy and attention to detail across all documentation and processes

· Work closely with internal departments to ensure smooth customer journeys

Reporting & Operational Management

· Produce and maintain accurate operational reports

· Track departmental KPIs and provide regular updates to the Head of Customer Experience

· Identify operational issues and implement solutions proactively

· Support process improvement initiatives to increase efficiency and service quality

What do I need to succeed

· Previous experience within a customer service, service delivery, or operational management role

· Automotive industry experience is highly desirable

· Previous people management or team leadership experience is desirable

· Strong organisational and time management skills

· Excellent communication and problem-solving abilities

· Confident managing escalations and difficult customer situations

· High attention to detail and accuracy

· Ability to work in a fast-paced environment and manage multiple priorities

· Strong understanding of operational processes and performance management

Personal Attributes

· Confident and proactive

· Highly organised and dependable

· Customer-focused with a solutions-driven mindset

· Professional and approachable

· Positive attitude with strong leadership presence

· Able to motivate and support teams to achieve results

What we offer

We're going through an exciting part of our journey with lots of opportunity available in a very customer orientated and commercially focussed team;

• Great work environment with team, charity and social events
• Opportunity for development
• Enhanced holidays
• Enhanced family leave
• Salary sacrifice benefits and product discounts
• Health cash plan including access to GP appointments, benefits and EAP

Job Details:

• Job Type: Full-time
• Location: In person
• Working Hours: Monday to Friday, 9:00am – 5:30pm
• Salary: £30,000 per annum depending on experience
• Monthly bonus scheme based on achieving KPIs

Pay: £30,000.00 per year

Benefits:

• Cycle to work scheme
• Health & wellbeing programme
• On-site parking

Experience:

• Customer service or operational management : 2 years (required)

Work Location: In person