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 and Logistics Manager to lead our contact centre operations, oversee third-party courier services and ensure our exceptional service is maintained as we grow. Role Overview The Contact Centre and Logistics Manager is a senior operational leader responsible for delivering excellent, human-centred customer support and reliable order delivery as Parsley Box grows. This role ensures our in-house contact centre operates efficiently at scale, with consistently high standards of service that protect our brand, strengthen customer loyalty, and support profitable growth. Leading a high-performing customer service team and overseeing third-party courier operations, the role balances exceptional phone-based customer care with robust delivery performance. The Contact Centre and Logistics Manager plays a critical role in ensuring that increased demand is met without compromising service quality, delivery reliability, or cost control, so that every customer interaction and every delivery reinforces our “Excellent” TrustPilot rating. 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 performance, reliability, customer care and continuous improvement. Support team leaders to manage day-to-day issues such as resourcing, shift patterns and attendance. Work with the outsourced HR service to support team leaders with people management issues. Develop an ongoing training program for Contact Centre agents to keep their internal product and order delivery knowledge, and customer service and complaint management skills up to date, so they can provide good customer service. 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 and process Review and improve internal processes to enable the company to grow efficiently. 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. 5) Logistics & Delivery Performance Accountable for end-to-end oversight of order delivery performance, working closely with our 3PL partner and selected third‑party couriers to ensure orders are delivered on time, in full, and in good condition. Lead the selection, evaluation, and ongoing management of courier partners, ensuring service levels, cost, and customer experience meet the needs of our predominantly older customer base. Own key delivery-related KPIs (e.g. on-time delivery, damage rates, customer complaints), using data and customer feedback to drive continuous improvement. Identify and implement internal process improvements that reduce delivery issues, minimise avoidable customer contact, and support efficient scaling of order volumes. Work collaboratively with the Contact Centre, Warehouse, and Tech teams to ensure delivery information is accurate, visible, and easy for agents to communicate clearly to customers. Support the Customer Relations Manager in managing customer communications during delivery issues or service disruptions, ensuring a calm, proactive, and reassuring customer experience. Ensure delivery performance consistently supports Parsley Box’s brand promise, customer trust, and “Excellent” TrustPilot rating. 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: £50,000 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 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.