Client Support Manager

Vacancy Salary £29,000 plus bonus and benefits

This is a Permanent , Full Time vacancy that will close in a month at 23:59 GMT.

The Vacancy

Our SME Service & Performance Team plays a key role in ensuring that our small and medium enterprise clients receive an exceptional service experience every day.

Client Support Manager

We're now looking for a proactive and analytical Client Support Manager to join the team. You'll act as the bridge between Evri's operations and our SME customers - driving service improvements, analysing performance data, and identifying opportunities to enhance efficiency and customer satisfaction. In this role, you'll be at the heart of Evri's client experience - managing performance, investigating issues, and supporting improvements that make a real impact.

Responsibilities

• Oversee daily operational relationships between Evri and SME customers, ensuring service levels exceed expectations.
• Analyse service and operational data to identify trends, risks, and opportunities for improvement.
• Work closely with Account Managers, New Business, and Operations teams to implement data led action plans.
• Conduct cost benefit analyses to evaluate operational decisions and identify potential savings.
• Develop reports and dashboards that turn complex data into actionable insights for leadership.
• Lead service review meetings, highlighting performance risks and opportunities for growth.
• Support peak trading periods by proactively identifying service bottlenecks and implementing solutions.
• Drive improvements in customer experience, ensuring Evri remains the partner of choice for SME businesses.

Core capabilities

• Proven experience in a customer focused environment, ideally within logistics, retail, or operations.
• Strong data analysis skills with proficiency in Microsoft Excel and Office tools.
• Excellent organisational and problem solving ability - able to manage multiple priorities in a fast paced environment.
• Strong communication and stakeholder management skills.
• A commercial mindset, with experience in identifying and delivering cost saving initiatives.
• A full UK driving licence (as travel to Evri sites and customers may be required).

At Evri, we know we only grow if our people do too. That's why we're committed to building a truly inclusive and diverse workplace where everyone can bring - and be - their whole authentic selves. We're on a journey to better represent the customers we serve around the UK. We're committed to removing barriers and ensure that each person at Evri is valued for who they are, and what they bring to our business.

We are Evri. Where everyone is welcome

We're excited for the future. Let's deliver it together.

About Us

Every parcel, every person, every place - every delivery made for you.

Evri is leading the way in creating responsible delivery experiences for everyone, everywhere. And we're doing that by offering the most convenient way to send, receive and return parcels without costing the earth.

Whether it's a customer sending a present to a friend, a marketplace trader shipping in bulk or a major retailer such as John Lewis, asos or Next, we've got it covered. With our team of 30,000 couriers, thousands of local ParcelShops and a growing network of hubs and depots across the country, we safely get parcels from A to everywhere.

And it's not just customers and retailers who trust us. We've won loads of industry awards over the past few years, including gongs for IT, innovation and our green fleet.

But we wouldn't be the biggest dedicated parcel delivery company in the UK without amazing people. We're a friendly, ambitious and diverse bunch, united by a passion for delivering the best customer experience. We have great opportunities throughout the business, so take a look to see where you might fit in. We can't wait to hear from you.

Benefits

• Free digital GP service for all colleagues and their family
• Wagestream - access a portion of your earned income before payday
• Free basic Will and discounted partner mirror Will for all colleagues
• 50% discount on sending parcels through Evri
• Cycle to Work scheme
• Company funded Life Assurance
• Employee Assistance Programme with free counselling
• Great career progression
• Up to 26 days holiday
• Voluntary flexible benefits at discounted corporate rates