Customer service manager (UK)
RemoteUnited Kingdom
Job Summary
Manage and develop a 50-strong remote customer service team, setting clear performance expectations and fostering high output under pressure. Drive cross-department collaboration between customer service, quality control, and experience teams to optimize the customer journey and automate processes. Analyze feedback, surveys, and metrics like NPS to identify pain points and enhance service quality. Liaise with courier partners including DHL, FedEx, and UPS to ensure service delivery meets expectations. Develop communication strategies for delivery updates and issue resolutions while supporting initiatives that improve self-service options. Collaborate with marketing, product, and technology teams to align all touchpoints with customer needs. Operate in a fast-paced, high-volume environment requiring decisive decision-making and strong problem-solving skills. Join a scaling, technology-focused business expanding into the US and Europe with a remote-first culture.
Required Qualifications
- A minimum of 10 years' customer service experience
- A minimum of 7 years' experience in a customer service management role
- Experience overseeing large teams (40-50+ direct reports)
- Proven experience operating in a fast-paced, high-volume, high-pressure environment
- A decisive, sharp decision-maker
- Excellent critical thinking and problem-solving skills
- A track record of contributing to process improvement, optimisation, or automation initiatives
- A minimum typing speed of 40 wpm
- Fluent English, both written and verbal
- Strong leadership and team management skills
- Proven ability to motivate and develop large customer service teams
- Comfortable making fast, well-judged decisions in a demanding, time-sensitive environment
- Excellent problem-solving skills
- Ability to handle complex delivery issues and escalations effectively
- A natural collaborator who works effectively across departments
- An appetite for optimisation, automation, and continuous improvement
- Frontline insight to help shape initiatives
- A deep commitment to delivering outstanding customer service across both consumer and B2B audiences
- Strong understanding of differing customer needs and expectations
- Excellent verbal and written communication skills
- Highly organised
- Ability to manage multiple tasks and priorities in a fast-paced environment
- Strong analytical skills
- Experience monitoring performance metrics
- Experience using data to drive improvements
- Familiarity with customer service software (e.g., Zendesk, Salesforce)
- Familiarity with parcel tracking systems
Desired Qualifications
- Experience serving both consumer and business customers
- Experience in the parcel delivery, logistics, or e-commerce sector
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