Customer service manager (PL)

ParcelHero is one of the UK's biggest parcel delivery price comparison sites, with over 5 million visitors a year. We're a scaling, technology-focused business with 120 remote staff worldwide - and we're growing fast, expanding internationally into the US and Europe this year.

We serve both consumers and businesses in an almost 50/50 split, and our move into SaaS is shifting that mix further towards larger businesses and, ultimately, enterprise customers. In 2026, we launched our cutting-edge TMS (Transport Management Solution), Parcelhero Pro, enabling retailers to pay a monthly subscription to ship on their own carrier accounts and manage every aspect of their logistics through our platform.

We're a highly innovative company, deeply focused on optimisation, automation, and continuous process improvement. Joining now means being part of the journey - helping shape our technology, our processes, and our approach as we scale globally.

We're also a remote-first business: no commute, no office politics, just great work with talented colleagues around the world.

 

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.

 

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.