Marcus R.

Senior Customer Operations Advisor @Logistics UK

Royal Tunbridge Wells, GB

I’m a Senior Customer Operations Advisor with responsibility for leading escalations, driving quality, and supporting high-performing customer operations teams. I act as the primary escalation point for complex operational and customer queries, providing clear guidance and effective resolution while supporting managers to deliver against strategic and operational goals.I lead quality assurance across the team, ensuring consistent standards, maintaining robust process documentation, and using KPI insight to identify gaps, improve performance, and support continuous improvement. I also oversee proactive customer communications to ensure accuracy, timeliness, and successful delivery.Alongside day-to-day operational accountability, I lead and contribute to projects, provide expert support on priority contracts, and ensure service levels and contractual commitments are consistently met. Developing people is a key focus of my role — from mentoring and coaching to identifying training needs and delivering upskilling initiatives that strengthen capability and confidence.I work collaboratively across teams to deliver an efficient, professional, and customer-focused service, while actively embedding core values of excellence, dynamism, togetherness, and reputation into daily operations and team culture.

North Kent College

Small Engine Mechanics and Repair Technology/Technician

North Kent College

Information Technology

North Kent College

Small Engine Mechanics and Repair Technology/Technician