Hermes Parcelnet

Customer Service Team Manager

2 months ago
Job ID
Number of Positions
Customer Service


Award winning Hermes is the largest UK courier delivery service and we handled over 270 million parcels last year. We employ over 2,500 people, have over 10,000 self-employed couriers and deliver parcels to over 190 countries.


We have grown in excess of 15% each year over the past 5 years with even bigger ambitions for the future - there has never been a more exciting time to join us!


How it feels to work for us:

Here at Hermes, we empower each individual with both the responsibility to make critical decisions and to explore new ideas to achieve the best performance.The biggest thing we are proud of is that our people care. We want you to make a positive difference to our customer’s experience, because in every job at Hermes, you will and you can add value.


The purpose of this role is to manage, develop & coach a team of Customer Service Advisors (CSA’s) to deliver high levels of customer service to our clients and customers. This must start and end in Customer Service from the 1st contact, throughout the life of that contact, to its final resolution and closure.


You will manage gthe performance of each and every team member to deliver service excellence for all contacts, including exception reporting, complaints and escalations ensuring all tasks are completed to SLA and within contractual agreements.


Responsibilities include:

  • To lead and develop a team of CSA’s to deliver service excellence offering full support on all work streams
  • To monitor and analyse all client data and information. Our Client needs to know that you know everything about them and their customer enquiries
  • Accountable for making decisions or escalate issues in absence of senior managers
  • In depth knowledge of Social Media sites in order to monitor Hermes communications
  • Accountable for delivering resolution on all enquiries, complaints and reporting compliance related issues
  • Managing all team targets to achieve the budgeted / forecasted costs, identifying any fluctuations or trends  
  • Completion of all Director correspondence, ensuring all issues are resolved timely and professionally
  • Management of staff to deliver maximum productivity. Monitor and analyse all team members performance data, quality standards and absence level targets enabling their teams to deliver efficient & effective service to Clients
  • Manage daily operational performance of your team, by monitoring activity and react & implement effective solutions to achieve service levels
  • Deliver an efficient and effective service to both internal and external customers
  • Conduct advanced disciplinary and investigate complaints / grievances in accordance with Hermes policies & procedures
  • Contribute to project and review processes to manage change and improvements according to business / Clients needs
  • Recruit CSA’s during recruitment campaign’s / peak trading
  • To ensure the health, safety and welfare of employees through the provision of management systems, competent supervision, safe systems of work and internal security of the department
  • To ensure that systems are in place to guarantee all employees are fully trained in line with their job specification and the company health and safety policy
  • Ensure effective communication methods are in place / utilised for effective operation of the Contact Centre and smooth handover of shifts
  • Ensure CSA’s understand and adhere to company policies and procedures, advise accordingly to ensure consistent working practices in relation to fairness and equal opportunities


  • Proven track record of success within a Contact Centre
  • The ability to meet the challenging demands of the Client providing distinctive Customer Service
  • Concern for detail and the ability to analyse data
  • Understanding of Social Media sites
  • Excellent leadership skills along with experience of managing and developing a team
  • Highly self motivated
  • Experience of coaching
  • Experience of a bespoke retail / client environment preferable
  • A drive and enthusiasm to achieve success is very important
  • Able to influence at all levels, in particular to be credible and convincing in front of senior decision makers


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