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The role of Customer Service Manager at ParcelHero presents an exciting opportunity to join one of the UK's leading parcel delivery price comparison sites. With more than 5 million visitors annually and a team of around 120 remote staff globally, the company is on a trajectory of rapid growth, particularly as it expands into the US and European markets. As a technology-focused business, ParcelHero has recently launched their innovative Transport Management Solution (TMS) known as Parcelhero Pro, allowing retailers to manage logistics via a subscription service.
ParcelHero is actively seeking an experienced Customer Service Manager to oversee their team of team leaders and a 50-member remote customer service team. The primary objective of this role is to enhance the overall customer experience for both consumer and business customers as the company continues its international expansion. Working in a high-pressure and fast-paced environment, the successful candidate will need to possess the ability to make quick and effective judgment calls while juggling various responsibilities across different departments and time zones.
In this managerial position, there are several critical responsibilities to fulfill:
Team Leadership: You will lead and develop a team of team leaders while establishing clear performance expectations and promoting a culture of high performance.
Cross-Department Collaboration: Closely work with the Customer Experience and Quality Assurance teams to enhance customer journey and improve operational processes.
Customer Feedback Management: Collect and evaluate customer feedback to pinpoint areas of concern and opportunities for transformation.
Service Quality Metrics: Continuously track and target improvements in core service metrics, such as Net Promoter Score (NPS) and customer satisfaction rates.
Cross-Functional Alignment: Partner with marketing, product, and tech teams to ensure all customer touchpoints effectively meet customers’ needs.
Customer Communication Strategy: Develop effective communication practices to keep customers updated regarding delivery status, service interruptions, and issue resolution.
Service Innovation: Introduce new services and tools aimed at enriching the customer experience.
Customer Education: Aid in the distribution of educational resources that can help customers resolve issues independently.
Vendor Relationship Management: Communicate with various courier partners (DHL, FedEx, UPS) to ensure their services consistently meet set customer standards.
The ideal candidate for the Customer Service Manager role should possess a robust set of skills and experiences, including:
Minimum 10 years of experience in customer service, with at least 7 years in a management role overseeing large teams (40-50+ direct reports).
Proven capability to thrive in a high-volume and high-pressure environment, along with strong critical thinking and decision-making skills.
Experience with process improvement, optimization, and automation initiatives.
A friendly and professional demeanor, coupled with excellent communication skills in both written and spoken English.
Ability to manage customer inquiries diplomatically and efficiently.
A typing speed of at least 40 wpm.
Familiarity with customer service technology (e.g., Zendesk, Salesforce) and experience working in the parcel delivery, logistics, or e-commerce sectors is beneficial yet not required.
Candidates should also have substantial leadership skills that facilitate effective team management, enable quick decision-making, and cultivate a culture of collaboration. Specific skills include:
Decisiveness: Comfort in making rapid yet well-informed decisions in demanding environments.
Problem-Solving: Ability to resolve complex delivery issues and manage escalations effectively.
Analytical Skills: Proficiency in utilizing data to monitor performance metrics and drive continuous improvement.
Customer Focus: A strong commitment to delivering vibrant customer service experiences tailored to both consumer and B2B segments.
Organizational Skills: Capacity to handle multiple priorities and tasks simultaneously in a fast-paced environment.
ParcelHero stands out as a fast-scaling and innovative tech company. Here are some of the perks associated with the role:
An opportunity to shape the company's technology, processes, and overall customer experience as it scales internationally.
Remote-first working environment, eliminating daily commutes.
A dynamic workspace where rapid growth fosters personal career advancement.
Competitive salary along with performance-based bonuses to reward excellence.
Comprehensive benefits such as health insurance, pension schemes, and various perks that support employee wellbeing and professional development.
Regular training opportunities aimed at fostering ongoing professional growth.
The position of Customer Service Manager at ParcelHero represents a unique chance for career progression within an ambitious tech environment that values innovation and customer satisfaction. This role not only contributes to the company’s vision and goals but also offers a rich array of benefits designed to support personal and professional development, making it an excellent opportunity for aspiring managers in the customer service realm.
This job offer was originally published on jobicy.com
This job offer summary has been generated using automated technology. While we strive for accuracy, it may not always fully capture the nuances and details of the original job posting. We recommend reviewing the complete job listing before making any decisions or applications.
