Customer Service Operations Manager

7 days ago


London, Greater London, United Kingdom Parcelly Full time

About Us

At Parcelly, we're a leading technology company in the logistics industry. Our innovative solutions enable seamless parcel delivery and return experiences for millions of customers across the UK and Ireland.

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

This is an exciting opportunity for a dedicated and dynamic Customer Service & Operations Manager to join our team in London.

Key Responsibilities

  • Support Key Account performance by feeding back Partner/Client specific customer service issues that impact the network to Account Managers
  • Measure and improve Customer Service SLA compliance across all Key Accounts, resolving barriers to ensure SLA targets are met
  • Manage contractual relationships, costs, and SLA 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 required by the business
  • Manage external call centre communications & 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

Compensation and Benefits

  • A competitive salary of £42,500 per annum
  • Hybrid working model, combining office and remote work
  • Modern facilities and top equipment
  • Share Option Program and pension contributions


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