As a Client Support Manager, you’ll be the key link between Evri and our SME (Small Medium Enterprise) customers, making sure they always receive the high-quality service they expect. Reporting into the SME Service and Performance Team Leader, you’ll oversee the daily operational relationship with your client portfolio. From resolving parcel-related issues quickly, to leading service improvements and building collaborative relationships across our business, you’ll play a pivotal role in driving customer satisfaction and retention. This is a hands on, relationship-driven role where you’ll need to be proactive, commercially aware, and always thinking about how to improve the customer journey.
This is a great time to be joining us! We are growing year on year, with ambitious plans for future growth and we would love to give you the opportunity to grow with us!
Interested? Take a look at the below to understand what you'll be doing in your role as Client Support Manager!
1. Lead service improvements across SME clients by enhancing collection performance and tackling root causes of service failures.
2. Resolve escalations within SLA timelines, providing clear and effective communication to clients.
3. Visit depots and hubs to strengthen relationships and support operational service improvement initiatives.
4. Participate in weekly service reviews, monitoring performance, identifying risks of churn or volume loss, and agreeing corrective actions.
5. Spot opportunities for improvement and provide recommendations to Account Managers to strengthen client partnerships.
6. Collaborate across business units (Business Accounts, Key Business Accounts, Small Corporate, and Amazon) to deliver consistent service excellence.
7. Improve client experience to increase Evri’s share of shipped volume and strengthen customer loyalty.
8. Track and report on KPIs, providing insight into service trends and influencing strategic decisions.
9. Review parcel journeys and tracking data, interpreting results to understand issues and drive resolutions.
Still Interested? Great News! We are looking for:
10. PC literate with strong Microsoft Office skills and Excel reporting capabilities.
11. Full, clean driving licence (role involves travel to Evri sites and customer locations).
12. 3+ years’ experience in a customer-focused industry, ideally in logistics, retail, or service delivery.
13. Strong understanding of depot and contractor operations, including route planning and resource allocation.
14. Track record of delivering service improvements, cost-saving initiatives and efficiency gains.
15. Familiar with compliance standards and regulations in logistics, including third-party providers.
16. Confident communicator who can adapt style to different audiences.
17. Strong problem-solver who plans contingencies and follows issues through to resolution.