Customer Service Manager
UK remote, 8:30am to 5:00pm Mon-Fri (GMT)ContractManager
Salary£50,000 - £60,000 a year. Stated salary includes a 15% performance related bonus.
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Job Details
- Languages
- Fluent English, both written and verbal.
- Experience
- 10 years customer service experience, 7 years in customer service management
- Required Skills
- LeadershipData AnalysisSalesforceProblem SolvingTeam managementProcess improvementZendesk
Requirements
- Minimum of 10 years' customer service experience.
- Minimum of 7 years' experience in a customer service management role, including direct oversight of 40-50+ direct reports.
- Proven experience operating in a fast-paced, high-volume, high-pressure environment.
- Strong decision-making, critical thinking, and problem-solving skills.
- Demonstrated track record in process improvement, optimization, or automation.
- Excellent written and verbal communication skills.
- Minimum typing speed of 40 wpm.
- Fluent English, both written and verbal.
- Must provide own PC/Laptop, headset, and maintain a minimum 20 MB broadband connection.
- Experience serving both consumer and business customers is an advantage.
- Logistics, parcel delivery, or e-commerce sector experience is beneficial.
Responsibilities
- Manage and develop a team of team leaders overseeing a 50-strong remote customer service team.
- Drive cross-departmental collaboration between customer service, customer experience, and QA teams.
- Collect and analyze customer feedback to identify pain points and enhance the overall experience.
- Track and improve key service metrics including NPS, customer satisfaction, and customer effort score.
- Develop communication strategies for delivery updates, service disruptions, and issue resolutions.
- Identify opportunities for service innovation, automation, and process improvement.
- Support customer education initiatives such as how-to guides and FAQs.
- Liaise with courier partners including DHL, FedEx, and UPS to ensure service quality.
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