Evri Group is the UK’s premier parcel delivery business, uniting four distinct brands—Evri, Evri Premium, a network of DHL, UK Mail and Irish e-commerce specialist Coll-8—to deliver more than 1 billion parcels and letters annually across the UK and to over 200 global destinations. With 12,000 colleagues, 30,000 couriers and drivers, 8,000 vehicles, and a nationwide network of hubs, depots and fulfilment centres, we combine over 50 years of expertise with the scale and flexibility to support everyone from casual senders to SMEs and major retailers. Driven by our friendly, ambitious and diverse people, we are passionate about delivering exceptional service and offer exciting opportunities across the Evri Group.
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 on a 12 month Fixed Term Contract 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.
Evri Group for everyone
We’re committed to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves.
We’re also on a mission to be the UK’s most accessible delivery business. We’ve partnered with Scope, the leading disability equality charity, to improve deliveries for millions of customers and give extra support to our colleagues and couriers who need it.
Collaboration is key because we work better together. Bring passion, ambition and an open mind, and in return we’ll give you respect, flexibility and a place where you can thrive.
At Evri Group, everyone is welcome.
