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!