Parcelly
Resolve last-mile delivery challenges. Scale your first-mile offering and instant fulfilment. Drive customer experience.
Reduce your carbon footprint • Support your local high street, shops and retailers • Resolving first and last mile delivery problems • Green delivery • CSR
11 - 50
Customer Service Operations Manager
July 29
🔄 Hybrid – London
Parcelly
Resolve last-mile delivery challenges. Scale your first-mile offering and instant fulfilment. Drive customer experience.
Reduce your carbon footprint • Support your local high street, shops and retailers • Resolving first and last mile delivery problems • Green delivery • CSR
11 - 50
Description
• 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 third-party 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
• Bachelor's Degree • Minimum of 3 years of experience in customer service, with at least 2 years in a supervisory or managerial role • Proven track record of managing a successful customer service team • 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
• 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, Work.Life, Industrious) • Share Option Program (Subject the T&C) & Pension contributions
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