Job Description

Ready to lead a team that shapes outstanding customer experiences?
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 - driving fast, effective, empathetic support that truly makes a difference.
If you're energised by coaching others, thrive in a fast?paced environment, and love finding smarter ways to solve problems, this could be your next exciting move.
Join us as a Customer Service Team Manager (12?month FTC - Maternity Cover) and lead a high?performing team of Advisors who deliver service excellence across every conversation, channel, and customer moment.
What you'll be doing
As our Customer Service Team Manager, you'll lead, motivate and develop a team of around 15 Customer Service Advisors--creating an environment where people feel supported, empowered and inspired to perform at their best.
You'll champion brilliant basics, remove barriers to great customer outcomes, and ensure your team consistently delivers fast, effective resolutions across all contact types.

• Lead, coach and develop your team through regular 1:1s and huddles.
• Build a positive, high?performing team culture.
• Drive strong performance across KPIs, including speed to resolution and complaint handling.
• Use insights and feedback to improve team engagement and customer experience.
• Monitor performance and absence to maximise productivity.
• Ensure enquiries and complaints are resolved quickly and effectively.
• Identify trends and recommend improvements to reduce repeat contact.
• Make confident decisions in the absence of senior managers.

What you'll bring
We're looking for someone with the passion and capability to lead a team in a busy contact centre environment. You'll bring:

• Experience managing people in a contact centre or fast?paced customer environment
• A proven ability to coach, inspire and motivate teams to exceed performance goals
• Strong communication skills--clear, engaging and able to influence at all levels
• Confidence working with data, KPIs and operational targets
• Great organisation and time?management skills
• A collaborative mindset and the ability to build strong relationships across CS, IT and Process Improvement

Why Evri?
At Evri, we grow when our people do. You'll join a supportive, inclusive workplace where everyone can be themselves, contribute ideas and make a real impact. We're committed to creating opportunities, removing barriers and ensuring every colleague is valued for who they are and what they bring.
We are Evri. Where everyone is welcome.
We're excited for the future. Let's shape it together.
Every parcel, every person, every place - every delivery made for you.
Evri is leading the way in creating responsible delivery experiences for everyone, everywhere. And we're doing that by offering the most convenient way to send, receive and return parcels without costing the earth.
Whether it's a customer sending a present to a friend, a marketplace trader shipping in bulk or a major retailer such as John Lewis, asos or Next, we've got it covered. With our team of 30,000 couriers, thousands of local ParcelShops and a growing network of hubs and depots across the country, we safely get parcels from A to everywhere.
And it's not just customers and retailers who trust us. We've won loads of industry awards over the past few years, including gongs for IT, innovation and our green fleet.
But we wouldn't be the biggest dedicated parcel delivery company in the UK without amazing people. We're a friendly, ambitious and diverse bunch, united by a passion for delivering the best customer experience. We have great opportunities throughout the business, so take a look to see where you might fit in. We can't wait to hear from you.

Skills Required