Customer Service & Operations Manager

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About US

Parcelly is one of the leading technology companies in the logistics industry specialising in multi-vendor, multi-label parcel shop and micro-depot technology #FirstMile #LastMile #Logistics #Ecommerce

With more than 4,500 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 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
• 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)
• Share Option Program (Subject the T&C) & Pension contributions

Compensation

• GBP 40,000-45,000 for the right candidate who matches the roles and responsibilities and requirements very well