Job Description

Job Title: VIP Service Team Manager

Location:

Hybrid, with a minimum of 2 days per week in our Horwich, Bolton office

Type:

Full-Time, Permanent

Reports To:

Head of Services

Department:

Operations

About the Role

We're looking for a dynamic and commercially minded

VIP Service Team Manager

to lead a high-performing team dedicated to delivering outstanding service and strategic account management for our VIP and SME customers. This team supports a portfolio of over 3,000 high-value accounts, contributing significantly to our overall revenue.In this role, you will manage both service delivery and sales performance, working closely with other departments to improve customer experience, drive operational excellence, and support ongoing growth in the SME and logistics space.Whether you're from a logistics, courier, eCommerce, or service-led background, if you thrive in fast-paced environments and have experience leading customer-facing teams, this role could be a great fit.

Key Responsibilities

Lead and coach a blended team of onshore and offshore Account Managers and a Team Supervisor, ensuring high levels of performance and engagement Drive both service excellence and commercial outcomes across a growing portfolio of VIP and SME customers Oversee daily operations, customer workflows, and performance metrics (such as CSAT, CPH, and conversion rates) Support the end-to-end client journey from onboarding to retention, ensuring a smooth and scalable experience Present data-led insights and recommendations in regular operations meetings Collaborate with internal teams including IT, Marketing, and Product to support new service rollouts and system improvements Champion continuous improvement and best practices across customer service and sales functions Act as a key escalation point and advocate for customer needs within the wider business

About You

Proven experience leading customer service, sales, or account management teams, ideally in logistics, courier, eCommerce, or other service-driven sectors Strong leadership and coaching skills with a passion for developing high-performing teams Commercially minded with a focus on delivering measurable outcomes in customer satisfaction and revenue growth Confident managing high-value accounts and working cross-functionally with internal stakeholders Analytical thinker with strong problem-solving skills and experience using CRM and reporting tools Adaptable, collaborative, and comfortable working in a hybrid environment
If you are interested in this position, we encourage you to submit your CV and a cover letter by emailing them to

hr@parcel2go.com and mark.robertson@parcel2go.com.

Job Types: Full-time, Permanent

Pay: 28,000.00-32,000.00 per year

Additional pay:

Bonus scheme
Benefits:

Additional leave Company events Company pension Employee mentoring programme Free parking Health & wellbeing programme On-site parking
Schedule:

8 hour shift Monday to Friday
Work Location: In person