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Customer Service Team Manager

Hybrid in Morley·Added 28 days ago (last checked 8 Oct)

Evri

334 open roles

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Overview

Job details

£30,750 a year
Gross, as stated in the ad.
About £2,140 a month after tax.
Hybrid
Office and home days — the ad has the split.

Requirements

Be near Morley for hybrid days
No relocation package mentioned.

Skills

Requirements

What we're looking for

Previous experience managing teams within a contact centre or fast-paced customer service environment.

A proven ability to coach, motivate and develop individuals to achieve and exceed targets.

Strong communication and interpersonal skills.

Confidence working with performance data, KPIs and operational targets.

Excellent organisation and time-management skills.

The ability to build strong relationships across multiple teams and stakeholders.

A positive, solutions-focused approach to problem solving.

Strong decision-making skills and the confidence to take ownership of challenges.

Pay & benefits

What you'll get

Morley / HybridSalary: £30,750 per annum

Salary: £30,750 per annum

The role

Customer Service Team Manager

At Evri, we're transforming how our customers feel every time they reach out for help. Our Customer Service teams are at the heart of that mission, delivering fast, effective and empathetic support that truly makes a difference.

Join us as a Customer Service Team Manager and lead a high-performing team of Customer Service Advisors, ensuring every customer interaction is handled professionally and efficiently.

What you'll do

As a Customer Service Team Manager, you'll lead, motivate and develop a team of approximately 15 Customer Service Advisors, creating an environment where colleagues feel supported, empowered and able to perform at their best.

You'll champion excellent customer service, remove barriers to success and ensure your team consistently delivers positive outcomes for both customers and clients.

Leading, coaching and developing a team through regular one-to-ones, performance reviews and team huddles.

Creating and maintaining a positive, high-performing team culture.

Driving performance across key customer service and operational KPIs.

Using customer feedback, insight and data to improve service delivery and colleague engagement.

Monitoring performance, attendance and productivity levels.

Managing escalated customer queries and complaints, ensuring timely resolution.

Identifying trends and recommending process improvements to reduce repeat contacts.

Working collaboratively with wider business functions including Customer Services, IT and Process Improvement.

Making informed decisions and providing leadership support in the absence of senior managers.

How you'll work

12 Month Fixed Term Contract

12-month Fixed Term Contract

Hybrid working with 2 days per week in the Morley office

1 Saturday in every 5 worked, with a day off in lieu

Shifts between 08:00 and 18:00

Initial 4-week training period will be office-based

About Evri

Evri is one of the UK's largest parcel delivery companies, providing a courier service that lets customers send, track and return parcels easily, quickly and affordably. The company operates a nationwide network of more than 9,000 ParcelShops and lockers, and delivers internationally to over 200 countries and territories.

Its services are aimed at both consumers and businesses: it handles returns for high street, catalogue and online shops, offers accounts for frequent senders, and provides a bulk-send tool that connects online stores and marketplaces such as eBay, Amazon, Etsy and Shopify so sellers can import orders and manage deliveries from one dashboard. Evri also works with a nationwide network of self-employed couriers.

Industry: Parcel logistics and head-office roles
In the UK: Leeds
Website: evri.com

In their own words

About the company & team

At Evri, we grow when our people do. You'll join a supportive and inclusive workplace where everyone can be themselves, contribute ideas and make a real impact.

We are committed to creating opportunities, removing barriers and ensuring every colleague feels valued, respected and supported.

At Evri, everyone is welcome.

If you're an experienced people leader looking for an opportunity to develop teams, improve customer experiences and play a key role in a busy operation, we'd love to hear from you.

We are Evri. Where everyone is welcome.

Let's deliver it together.