Customer Service & Operations Manager, Parcelly
£40-45k
3-5 days a week in office
Pick up & drop off delivery service
Job no longer available
Pick up & drop off delivery service
21-100 employees
Job no longer available
£40-45k
3-5 days a week in office
21-100 employees
Company mission
To transform first- and last-mile delivery through innovative technology solutions.
Role
Who you are
- 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
What the job involves
- 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
Salary benchmarks
Our take
Parcelly’s logistics platform helps e-commerce companies overcome first and last mile delivery obstacles by enabling them to convert excess real estate space into storage spaces, as well as pick-up/drop-off (PUDO) sites for customers.
Though founded in 2014 with a B2C focus on improving the delivery and return experience, the company’s move into B2B has seen it grow rapidly over the last few years. This growth has coincided with the rise in rapid delivery services which are well-served by Parcelly’s hyperlocal distribution hubs. Its customers now include DHL Express, Krispy Kreme and Deliveroo.
The company has already expanded steadily throughout the UK and Germany, but after securing funding from Scania Growth Capital, it’ll look to scale its operations on the continent. It is also growing its footprint in the US following its 2022 entry into that lucrative market.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
-3% employee growth in 12 months
Company
Funding (2 rounds)
Jul 2024
$6.2m
EARLY VC
Feb 2022
$5.2m
EARLY VC
Total funding: $11.4m
Company 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, Clockwise)
- Share Option Program (Subject to Ts&Cs) & Pension contributions
Company HQ
London, UK
Articles
Leadership
Before founding Parcelly in 2014, they worked for a number of global banks. This included spells as Vice President of Structured Solutions at Santander Global Banking & Markets, Assistant Vice President of Structured Derivatives at Commerzbank AG.
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