A little bit about Parsley Box
Parsley Box is leading the market for direct-to-consumer meal deliveries for older adults across the UK. Our mission is to help people live well for longer through nourishing, comforting meals made with care. Our service is rated "Excellent" on TrustPilot, and we pride ourselves on our kind and helpful call agents and reliable and fast order delivery.
We are seeking a dynamic and customer-obsessed Contact Centre Manager to lead our contact centre operations and ensure our exceptional service is maintained as we grow.
Role Overview
The Contact Centre Manager is responsible for leading, developing, and operating our in-house customer service operations in line with customer demand. This is a key leadership role focused on driving excellence in customer interactions, managing a high-performing team, and ensuring every contact leaves a positive brand impression.
Key Responsibilities
1) Leadership & Team Management
- Lead the day-to-day operations of the 25-seat contact centre, open Monday-Saturday 9 am to 6 pm, and Sunday 10 am to 4 pm.
- Coach and develop team leaders and advisors to deliver outstanding customer support.
- Foster a culture of empathy, performance, accountability, and continuous improvement.
- Support team leaders to manage day-to-day issues such as resourcing, shift patterns and attendance.
2) Customer Experience
- Ensure all customer interactions (inbound and outbound calls, emails, responses to reviews, B2B and Amazon orders) meet or exceed service-level targets and KPIs.
- Champion the voice of the customer and work cross-functionally to improve customer journeys.
- Implement best-in-class practices for customer care tailored to our audience's needs.
3) Operational Excellence
- Monitor, report on, and analyse contact centre metrics ( AHT, ASA, AOV, call quality).
- Develop and implement efficient processes and scripts to enhance service delivery.
- Work closely with Tech to ensure systems are aligned with operational needs.
- Work closely with Marketing and Product teams to support sales campaigns, new product launches, and promotions.
- Work closely with the third-party warehouse and couriers to ensure orders are delivered within SLA timelines and in good condition.
4) Planning
- Support customer demand changes through flexible resourcing of the contact centre. Working with the finance team to resource the order forecast.
- Evaluate and manage third-party vendors as needed.
- Contribute to budget planning, forecasting, and resource management.
Skills and Experience Needed
- Proven experience as a Contact Centre Manager, Customer Service Manager, or similar leadership role.
- Excellent leadership, coaching, and people development skills.
- Strong knowledge of contact centre technology, CRM systems, and performance metrics.
- Customer-first mindset with a deep understanding of the needs of older people.
- Data-driven decision-maker who takes action to improve the customer experience.
- Previous experience in the food, retail, D2C, or health & wellbeing sectors is desirable.
Why Join Parsley Box?
- Be part of a purpose-driven brand making a real difference in people's lives.
- Collaborative, supportive team culture with flexible working options.
- Competitive salary and benefits package, including:
- £42,500 salary
- 6% company pension contributions (you contribute 5%)
- Private medical insurance
- Life insurance at 2x salary
- 33 days annual leave including public holidays. Annual leave increases by 1 day after 2, 4 and 6 years' service.
- 2 wellbeing days per year to proactively support your physical and mental wellbeing.
- 37.5 hours per week (working 5 days per week between the hours of 8.45 am and 6 pm), with flexible working from the Edinburgh office, and working from home up to 2 days a week.
- Option to purchase additional annual leave, cycle to work and health screening through our salary sacrifice portal.
- Modern workspace with onsite parking, café, free gym access, changing rooms with drying lockers, free fruit, lunches and excellent coffee.
- Employee discount scheme.
- Funded health screening for over 50s.
- Employee assistance helpline access for support at challenging times.
We're actively building diverse and inclusive teams and welcome applications from everyone, including people of all ages. CVs are great, but we place more importance on who you are and how you can play your part in the success of Parsley Box. If you need any special assistance at any stage of our recruitment process, please just let us know and we'll happily make any adjustments.