Assistant Customer Service jobs in United Kingdom

Parcelhero Group, founded in 2003, is a leading UK parcel delivery price comparison site, attracting over 5 million visitors annually. As a dynamic and forward-thinking technology company, with over 130 remote employees worldwide, we are on a strong growth trajectory.

Driven by our commitment to innovative solutions and exceptional customer care, we offer excellent career growth opportunities, particularly as we continue to expand rapidly. We are now launching our new product, Parcelhero Pro, for DTC e-commerce merchants across the UK and the USA. This cutting‑edge platform will empower retailers to streamline their shipping and fulfilment operations.

Our remote‑first culture is collaborative and innovative, where every voice is heard, and we encourage initiative, adaptability, and ownership. If you're a dynamic and ambitious individual seeking a forward‑thinking team, Parcelhero is the ideal fit.

Our Core Values: Committed to Quality | Create Amazing Experiences | Putting People First | Welcome Feedback | Inform, Educate, Innovate | Work Hard, Play Hard

Parcelhero is seeking a highly motivated and results‑oriented SDR Manager to join our growing sales team. This is a crucial role in the coaching, management, motivation, and development of the SDR team. This role is a vital bridge between our SDRs, our Business Development Managers (BDMs), and the Marketing team, focused on the day‑to‑day execution and enablement of a high‑performance SDR function. You will be solely focused on outbound prospecting to identify and engage with prospective new customers for our DeliverPlus.co/uk and Parcelhero.com/pro products, all while providing on‑the‑ground coaching and quality assurance to maintain our high standards.

• You will be the day‑to‑day leader for a team of 15 remote SDRs, focused on their development, performance, and quality. Your responsibilities include:
• Hiring, Training & Onboarding: Assist with the recruitment and onboarding of new SDRs and ensure they are ramped effectively. Deliver role‑specific training on talk tracks, objection handling, and sales tools, and help create and maintain our team's playbooks.
• Coaching & Development: Provide consistent coaching and feedback on script delivery and sales techniques. You will offer development plans to underperforming SDRs and share best practices across the team.
• Quality Assurance: Spot‑check SDR calls for performance, compliance, and messaging accuracy. You will also help build and maintain a call‑recording library for best‑practice training and ensure the team adheres to company policies and quality standards.
• Team Management & Morale: Act as the day‑to‑day escalation point for SDRs. You will monitor team alignment, morale, and productivity, and flag recurring issues and opportunities to the Head of Sales.

• Your success in this role will be measured by a combination of individual and team‑based metrics:
• Achieving the SDR Team quota consistently, driving Sales Qualified Leads (SQLs).
• Team quality scores (QA checks, compliance, CRM accuracy).
• The onboarding, training, ramp time, and the success of new SDR joiners.
• SDR performance uplift through coaching (e.g., improved conversion rates from SQL to Sales Accepted Lead (SAL)).
• Overall, the SDR team alignment, discipline, and morale.

• Experience: At least 3 years of experience as a manager of SDRs or inside sales roles, with a proven track record of overachieving goals.
• Leadership Skills: At least 3 years of experience leading, mentoring, and developing SDR teams of circa 15 people.
• Outbound Expertise: Proven experience with heavy outbound sales activities, including cold‑calling, email outreach, and social selling.
• Salesforce Proficiency: Expert working knowledge and proficiency in using Salesforce CRM is required.
• Communication Skills: Exceptional verbal and written communication skills, with an engaging telephone and professional demeanour.
• Results‑Driven: Highly self‑motivated and able to thrive in a fast‑paced, target‑driven environment.
• Resilience and Persistence: Comfortable handling rejection and quickly moving on to the next opportunity with a positive attitude.
• Organisational Skills: Strong organisational and time management skills with the ability to prioritise tasks effectively for both yourself and your team.

• Consistent employment with a minimum of 2 years at the same B2B company.
• Proven and referenceable experience in an SDR Manager role.
• Expert proficiency in using Salesforce CRM for lead management and sales activities.
• Strong track record of overachieving sales goals and performance metrics.
• Excellent telephone communication and active listening skills.
• Proficiency in using outbound tools like ZoomInfo and LinkedIn Sales Navigator.

• Work Location: Fully remote role.
• Annual Leave: You'll receive a generous holiday entitlement, giving you the time you need to rest and recharge. You also receive your birthday off.
• Merit Reviews: Get rewarded for your hard work and dedication with regular performance and salary reviews.
• Inclusive Culture: Be yourself and thrive in our casual and upbeat environment.

£50,000 - £55,000 a year

Salary range is an OTE, which includes a 20% performance related bonus.

You need a min 20 MB broadband line, and your own PC/Laptop and headset.

Apply today!

Parcelhero is an equal‑opportunity employer. We value diversity and do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.