Customer Service Operations Manager
Customer Service Operations Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
About US
Parcelly is one of the leading technology companies in the logistics industry specialising in multivendor multilabel parcel shop and microdepot technology #FirstMile #LastMile #Logistics #Ecommerce
With more than 4500 parcel shops (Parcelly stations) in over 180 cities we have been ensuring several million successful parcel collections and returns in the UK and Ireland since 2014.
We are constantly striving to expand our market presence and develop new business opportunities and services and since 2023 we have also been expanding into Germany. We have different challenges waiting for you every day.
We are looking for a dedicated and dynamic Customer Service & Operations Manager to join our team in London.
Roles & Responsibilities
- Support Key Account performance by feeding back Partner/Client specific customer service issues that are impacting the network to Account Managers
- Continuously measure and improve Customer Service SLA compliance across all Key Accounts and resolve barriers to Customer Service SLA compliance ensuring SLA targets are met
- Manage the contractual relationship contractual cost and SLA performance of thirdparty Customer Service partnerships continuously optimise balancing efficiency and effectiveness
- Coordinate reporting for the Customer Service team specifically but not limited to the Weekly and Monthly Business Reviews
- Ensure customer service needs are always met for all Key Accounts
- Report directly to the Head of Operations
- Fulfill any other roles and outputs that are either implied or not specified here that might be required by the business
- Manage external call centre communications & agencies
Requirements
- Bachelors Degree
- Minimum of 3 years of experience in customer service
- Strong leadership and interpersonal skills
- Excellent communication and problemsolving abilities
- Ability to analyze data and make informed decisions
- Strong organizational and multitasking skills
Benefits
- Parcelly offers a hybrid working model to make sure you enjoy both working in the office and remotely
- Modern facilities and top equipment
- The best serviced office spaces available (e.g. WeWork
- Share Option Program (Subject the T&C) & Pension contributions
Compensation
- GBPfor the right candidate who matches the roles and responsibilities and requirements very well
Required Experience:
Manager
Employment Type
Full-Time
