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.

Responsibilities

Role Overview

Lead, motivate, and support the customer service team to deliver consistently high-quality, efficient, and empathetic customer interactions. The Team Leader drives performance, operational discipline, and continuous improvement to ensure every customer receives an excellent Parsley Box experience.

Key Responsibilities

Oversee daily service delivery to meet targets for service levels, quality, accuracy, and productivity.
Foster a culture of first-time resolution, empathy, and clear communication.
Monitor Microsoft Teams chat to spot issues, direct actions, and verify improvements.
Handle customer escalations promptly and professionally.
Reinforce high standards of customer experience and team behaviours.
Analyse performance trends and work with peers to resolve recurring issues.
Ensure schedule adherence, punctuality, and effective use of time (including wrap control).
Record and manage absence and lateness processes through BambooHR and MaxContact.
Apply performance management consistently, including coaching logs and escalations.
Ensure compliance with GDPR, vulnerable customer processes, and refund/replacement policies.
Partner with Resource Planning on intraday staffing alignment and risk mitigation.
Deliver structured coaching using data, call listening, and quality insights.
Maintain the Skills Matrix to identify gaps and guide development plans.
Lead or support quality monitoring, feedback, and calibration.
Support onboarding, upskilling, and ongoing learning across the team.
Communicate priorities and updates clearly and consistently.
Collaborate with Resource Planning, Customer Relations, and Operational Efficiency.
Provide weekly operational updates, including risks, actions, and outcomes.
Identify repeat contact drivers and support root-cause analysis.
Contribute to process reviews, documentation, and improvement initiatives.
Maintain a strong working knowledge of all Parsley Box systems.

Key relationships

Reports to

Contact Centre Manager

Key relationships

Resource Planning
Customer service agents

Measured on

Achievement of service level, quality, accuracy, and productivity targets
Schedule adherence, punctuality, and effective use of productive time.
Accuracy and timeliness of attendance and absence management.
Quality and impact of coaching and performance management.
Speed and professionalism in handling customer escalations.
Reduction in repeat contact drivers and contribution to continuous improvement.

Experience & Skills Needed

Experience in a contact centre environment with supervisory responsibilities.
Proven track record of delivering strong customer experience and operational results.
Confident user of telephony systems, workforce management tools, and Microsoft Office, with strong data interpretation skills.
Clear, influential communicator able to hold others to account.
Must hold, or be willing to obtain, up-to-date First Aid certification.

Location & Working Pattern

Location: Hybrid – Edinburgh Office / Home
Friday: Edinburgh Office 9 am – 5 pm
Saturday: Home 9 am – 5 pm
Sunday: Home 10 am – 4 pm
Monday: Edinburgh Office 9 am – 5 pm

Salary & Benefits

Salary: £34,000 pa / £25,840 (pro-rata for 28.5 hours per week)/£17.44ph
6% company pension contribution (you contribute 5%)
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 (pro rata).
2 additional wellbeing days per year to proactively support your physical and mental wellbeing (pro-rata).
Birthday day off.
Cycle to work scheme 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 assistance helpline access for support at challenging times.
Access to corporate discounts such as mortgage solutions and high street shopping, and cinema voucher discounts.
Funded health screening for over 50s.
Company socials and events.

We are actively building diverse and inclusive teams and welcome applications from everyone, including people of all ages. CVs are great, but we place more importance on who you are and how you can play your part in the success of Parsley Box. If you need any special assistance at any stage of our recruitment process, please let us know and we’ll happily make any adjustments.

2 Parsley Box jobs in Scotland