Customer Service Manager

🕒 July 8

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Parcelhero

WebsiteLinkedInAll Job Openings

51 - 200 employees

Founded 2014

📦 Logistics

🚗 Transport

💰 Private Equity Round on 2021-11

Logistics • Transport

ParcelHero is a logistics company specializing in parcel delivery services. They offer a range of parcel delivery options including UK and international delivery, large parcel delivery, and services for documents and packages. ParcelHero provides a platform for comparing prices and delivery times across various couriers such as DHL, UPS, and FedEx. The company aims to deliver parcels reliably and efficiently, with features like parcel tracking, price comparison, and a user-friendly website.

📋 Description

• Manage and develop a team of team leaders overseeing a 50-strong remote customer service team, setting clear performance expectations and fostering high performance under pressure. • Work closely with the Customer Experience and QA teams on customer journey optimisation, process improvement, and automation initiatives - ensuring the customer service team's insights and frontline experience feed directly into these efforts. • Collect and analyse customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to identify pain points and opportunities to enhance the overall experience. • Track and improve key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, driving quality of service across the team. • Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. • Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. • Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. • Support initiatives to provide customers with educational content (e.g., how-to guides, FAQs) to improve self-service options and reduce the need for support. • Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations.

🎯 Requirements

• A minimum of 10 years' customer service experience. • A minimum of 7 years' experience in a customer service management role, including direct oversight of large teams (40-50+ direct reports). • Proven experience operating in a fast-paced, high-volume, high-pressure environment. • A decisive, sharp decision-maker with excellent critical thinking and problem-solving skills. • A track record of contributing to process improvement, optimisation, or automation initiatives. • Experience serving both consumer and business customers is an advantage. • A friendly and professional demeanour - you should genuinely enjoy interacting and building relationships with customers. • Excellent communication skills, both written and verbal. • Good levels of diplomacy when dealing with customer queries and complaints. • A minimum typing speed of 40 wpm. • Fluent English, both written and verbal. • Experience in the parcel delivery, logistics, or e-commerce sector is beneficial but not essential.

🏖️ Benefits

• The chance to join a fast-scaling, highly innovative tech business as it expands into the US and Europe. • A genuine opportunity to shape our technology, processes, and approach as we grow. • Remote-first working - no commute, work from anywhere with a strong connection. • A dynamic and fast-paced work environment. • Opportunities for career growth and development within the company. • Competitive salary with performance-based bonuses. • Comprehensive benefits package, including health insurance, pension schemes, and other perks. • Ongoing professional development and training opportunities.