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We are looking for an experienced and driven Customer Service Team Leader to lead our UK logistics customer service operations. This role is ideal for someone with a strong background in the courier/logistics industry and the ability to manage teams in a fast-paced environment.
Key Responsibilities
• Oversee daily customer service operations (calls, emails, ticket handling)
• Handle customer inquiries, complaints, and service exceptions
• Ensure SLA compliance (response times, resolution rates, etc.)
• Collaborate with warehouse, operations, and delivery teams
• Resolve issues such as lost, delayed, or damaged parcels, and rescheduling requests
• Train, coach, and manage customer service agents
• Monitor and report KPIs (CSAT, FCR, response time, etc.)
Requirements
• Fluent in Mandarin Chinese and English
• 3–5 years’ experience in logistics or courier customer service
• 1–3 years’ experience in a team leadership role
• Solid understanding of UK parcel delivery operations
• Ability to work effectively under pressure
Preferred
• Experience with major courier/logistics providers
• Familiarity with CRM or ticketing systems
What We Offer
• Competitive salary in line with industry standards (commensurate with experience)
• Opportunity to play a key role in building UK logistics operations
• Clear career progression path toward Operations Manager
If you’re ready to take the next step in your logistics career and lead a high-performing team, we’d love to hear from you. Apply now or reach out directly!