Evri Group Recruitment Team
CS Team Managers - Customer Service Team Manager
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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.
Customer Service Team Manager
12 Month Fixed Term Contract
Morley / Hybrid
Salary: £30,750 per annum
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, delivering fast, effective and empathetic support that truly makes a difference.
If you're passionate about coaching others, thrive in a fast-paced environment and enjoy finding smarter ways to solve problems, this could be your next exciting opportunity.
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.
Important Information
Before applying, please note:
- 12-month Fixed Term Contract
- Salary: £30,750 per annum
- 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
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What You'll Be Doing
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.
Key responsibilities include:
- 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.
What You'll Bring
We're looking for an experienced people manager who enjoys leading teams and delivering outstanding customer service.
You'll have:
- 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.
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Why Join Evri?
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.
Everyone Belongs at Evri Group
We're committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.
As a Disability Confident Committed Employer, a Silver-accredited Inclusive Employer, and through our partnership with Scope, we're working to make our workplace and recruitment process more accessible for everyone.
We encourage candidates to request adjustments at any stage of the recruitment process and there are touchpoints through the application process to do so. Every application is reviewed by a member of our Talent Acquisition team meaning that we don't use AI to screen candidates.
At Evri Group, we're building an environment where everyone can be themselves and thrive.
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