Customer Community Support Unit Operator

1 month ago

Avonmouth Bristol, United Kingdom Evri Full time

Proactive Service Operative
The purpose of this role is to to ensure all our customers are connected with their parcel as soon as possible and are satisfied with the service they receive from our couriers. You will do this by using a dashboard created by our CX team that will highlight any problems that need to be resolved on the same day so the parcel connects to the courier and prevents any claims or enquiries.
The ultimate aim of this role is to identify issues that may occur on the given day, to resolve this directly with the courier and prevent a customer need to contact our Customer Service team to raise an enquiry and/or claim.
With our recent exciting rebrand from Hermes to Evri we are all about our people, our planet and our communities.
Taking proactive action by working with the regions Community Delivery managers to chase down End of Day non-compliance and reporting them back to the CDMs as well as the Regional Manager to resolve the issue live on the same day, resulting in a lower enquiry and claim rate.
Proactively reviewing the dashboard to identify issues and resolving them by speaking to couriers and raising any escalations to the Community Delivery Managers (CDMs).
Proactively reducing possible claims and enquiries by chasing End of Day noncompliance and identifying where parcels are to reconnect back into the network to get to the end customer in a timely manner.
Raising the above issues with the Community Delivery Managers so they can resolve at root cause.
Identifying and delivering resolution on trends through collaboration with the performance manager including complaints and compliance related issues arising from issues in Delivery Units or with couriers line with SLA's.
Ensure a timely response to any requests from the central CX team where you can support on the ground to find a parcel.
Escalate any abnormal scanning activity (or absence of) to the CDM for the relevant courier or delivery unit.
Escalating high risk concerns to your Regional Manager.
Support walk in customers with a resolution to their missing parcel.
Working knowledge of Microsoft office
Fluent English Language, speaking and written
Able to analyse data and spot trends.
Able to compose concise responses to customer services for them to relay effectively to the end customer.
Able to collaborate with Operational management teams to improve service and promote a one team approach to Customer Satisfaction

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