Customer Service Operations Manager

3 weeks ago


London, Greater London, United Kingdom Parcelly Full time

About Parcelly

We are a leading technology company in the logistics industry, specializing in multi-vendor and multi-label parcel shop and micro-depot technology.

With over 4,500 parcel shops across the UK and Ireland, we have been ensuring successful parcel collections and returns since 2014.

We are expanding our market presence and developing new business opportunities and services, including our recent entry into Germany.

We are seeking an experienced Customer Service & Operations Manager to join our team in London.

Key Responsibilities:

  • Support key account performance by identifying customer service issues impacting the network and reporting to account managers.
  • Measure and improve customer service SLA compliance across all key accounts, resolving barriers to ensure targets are met.
  • Manage contractual relationships, costs, and performance of third-party customer service partnerships, optimizing efficiency and effectiveness.
  • Coordinate reporting for the customer service team, including weekly and monthly business reviews.
  • Ensure customer service needs are met for all key accounts.
  • Report directly to the Head of Operations.
  • Fulfill other roles and outputs as required by the business.
  • Manage external call centre communications and agencies.

Requirements:

  • Bachelor's degree
  • Minimum 3 years of experience in customer service
  • Strong leadership and interpersonal skills
  • Excellent communication and problem-solving abilities
  • Ability to analyze data and make informed decisions
  • Strong organizational and multitasking skills

Benefits:

  • Hybrid working model for flexibility
  • Modern facilities and top equipment
  • Access to serviced office spaces
  • Share Option Program and pension contributions

Salary: £42,000 per annum (dependent on experience)



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