Client Customer Service Manager

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.

Client Customer Service Manager – Build Trusted Partnerships. Shape Customer Experience. Drive Results.

Are you passionate about customer service, client relationships and using insight to create meaningful business impact?

At Evri, we're looking for a Client Customer Service Manager to become a trusted partner to some of our most important clients, helping shape customer experience strategies, improve service performance and deliver outstanding outcomes for their customers.

This is a highly visible role where you'll work closely with client leadership teams and key stakeholders across Evri, using data, insight and collaboration to drive continuous improvement, strengthen partnerships and identify new opportunities for growth.

If you thrive on building relationships, influencing change and delivering exceptional customer experiences, we'd love to hear from you.

This is an exciting 12-month fixed-term contract opportunity to make a real impact, working with key clients to shape customer experience strategies and drive measurable service improvements.

What you'll be doing

As our Client Customer Service Manager, you'll act as the voice of Customer Service for your client portfolio, partnering with senior stakeholders to understand challenges, identify opportunities and deliver solutions that improve both customer and business outcomes.

You'll play a key role in shaping customer experience strategies, driving service improvements and ensuring clients see Evri as a trusted, proactive partner.

Key responsibilities

• Build and manage senior-level relationships with key client stakeholders
• Lead customer service discussions within service reviews, quarterly business reviews and strategic client meetings
• Present performance insights, trend analysis and improvement recommendations
• Develop customer service and customer experience strategies tailored to client needs
• Drive reductions in avoidable customer contacts through data-led analysis and targeted action plans
• Identify opportunities to improve customer journeys, self-service adoption and service performance
• Collaborate with Client Development teams to support retention, growth and service enhancement opportunities
• Work closely with Operations, Customer Experience, Commercial, Product and Technology teams to deliver client-focused solutions
• Support and develop the Client CS Support Manager, promoting a culture of continuous improvement and customer excellence

What you'll bring

We're looking for someone who can balance strong commercial awareness with a genuine passion for customer experience and relationship management.

You'll bring:

• Experience managing client relationships within a customer service, customer experience or contact centre environment
• A strong understanding of contact centre operations and service performance
• Excellent stakeholder management and relationship-building skills
• A data-driven approach with the ability to translate insight into action
• Strong presentation and communication skills, with confidence engaging senior stakeholders
• The ability to influence, challenge and collaborate at all levels
• A proactive, solutions-focused mindset and a passion for continuous improvement
• Leadership experience and a commitment to developing others

Why Evri?

This is an exciting opportunity to join a business that's continually evolving its customer experience and client partnerships. You'll have real ownership, visibility and influence, working with major clients to shape service strategies, solve challenges and deliver measurable results.

We are Evri. Where everyone is welcome.

We're excited about the future. Let's deliver 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.