GFS currently require an experienced Customer Care Team Leader to lead and motivate a team of Customer Care Advisors dedicated to resolving retailer parcel delivery queries.

You have a clear focus on providing a high-quality service to customers; excellent communication skills; are self-driven; results orientated; and able to lead and motivate a remote team.

This is a 12 month contract starting at the beginning of February 2021.

Whilst working under the Covid restrictions this role will be based from home and responsible for managing and leading a remote team of people.

GFS are a leading provider of technology-oriented solutions to the eCommerce and Logistics markets.


Key Responsibilities

  • Lead, manage, motivate and develop a team of customer care staff
  • Develop a culture of high performance across the team
  • Ensure that all enquires and escalations are dealt with efficiently and professionally
  • Investigate and solve customer problems
  • Identify and implement service improvements
  • Develop and enhance customer feedback and complaints procedures
  • Ensure all team and individual KPIs are met or exceeded
  • Monitor and analyse KPIs to improve operational productivity
  • Provide the customer care team with technical support and escalate to IT when required

Skills and Experience Required

  • Experience in leading and developing a team of customer care staff
  • Experience of managing a remote team
  • Experience in the parcel or related logistics industry is desirable
  • Strong ability to impact and influence
  • Excellent communication skills
  • Ability to make decisions
  • Strong customer service skills
  • Good level of English and Maths

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