parcelvision - Customer service manager (CY)
Requirements
• Leadership: Strong leadership and team management skills, with a proven ability to motivate and develop large customer service teams to achieve high performance under pressure. • Decisiveness: Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment. • Problem-Solving: Excellent problem-solving skills, with the ability to handle complex delivery issues and escalations effectively. • Collaboration: A natural collaborator who works effectively across departments - partnering with CX, QA, product, and technology teams to drive shared outcomes. • Process and Automation Mindset: An appetite for optimisation, automation, and continuous improvement, and the frontline insight to help shape these initiatives. • Customer Focus: A deep commitment to delivering outstanding customer service across both consumer and B2B audiences, with a strong understanding of differing customer needs and expectations. • Communication: Excellent verbal and written communication skills for both internal team management and external customer interactions. • Organisational Skills: Highly organised, with the ability to manage multiple tasks and priorities in a fast-paced environment. • Data-Driven: Strong analytical skills, with experience monitoring performance metrics and using data to drive improvements. • Tech-Savvy: Familiarity with customer service software (e.g., Zendesk, Salesforce) and parcel tracking systems.
Responsibilities
• Team Leadership: 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. • Cross-Department Collaboration: 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. • Customer Feedback Management: 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. • Service Quality and Metrics: 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. • Cross-Functional Alignment: Collaborate with marketing, product, and technology teams to ensure all customer touchpoints (website, booking platform, support) align with customer needs and expectations. • Customer Communication Strategy: Develop communication strategies to improve how customers are informed about delivery updates, service disruptions, and issue resolutions. • Service Innovation: Identify opportunities to introduce new services, tools, or processes that enhance the customer experience, working with the relevant teams to bring them to life. • Customer Education: 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. • Vendor Relationship Management: Liaise with courier partners (DHL, FedEx, UPS) to ensure they provide services that meet or exceed customer expectations. • ## Applicant criteria • 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.
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