Lead Envoy

No matter where you are in your career - or where you want to be - we’re here to create a great place to work where you can grow, perform and love what you do. At Cromwell, we’re all individuals, with unique backgrounds and personalities. But we have one thing in common: delivering exceptional service for our customers. And we do this through our purpose of Keeping Industry Working.

Responsible for supporting the Operations Manager (OM) in the Service Quality delivery for customers within the defined territory. Support HM to deliver key performance metrics through clear objectives.

To partner with all relevant stakeholders to drive exceptional delivery service. Optimise deployment of branch fleet to improve efficiencies whilst operating in line with strategic goals.

**What will you do on a normal day?**
- Ensure all colleagues are appropriately supported and aware of their responsibilities on a day-to-day basis.
- Ensure the effective and safe on time in full delivery of goods using route optimization software (Maxoptra)
- To oversee or communicate to OM to ensure returns are completed as necessary. Parcel force collections actioned and any goods in deliveries/directs are communicated to OM.
- Keeping all areas of the branch clean and well maintained
- Responsible for the day-to-day maintenance of a safe working environment. Keeping our people safe supporting the OM in ensuring completion of daily van checks through asset go and the manual completion of fire point tests.
- Identifying and reporting accidents and near misses to the OM
- Work with IMS Co-ordinators, Sales and Customer Service teams to reduce IMS stockouts communicating any customer needs or feedback to the relevant stakeholders
- Provide support to Hub branches as required.
- Support the Operations Manager with any reasonable management request.
- Support Customer Envoys with the guidance and expertise.

Additional Responsibilities
- Deliver parcels and handle returns within a specific geographical area.
- Load, unload, prepare and operate a delivery vehicle.
- Identify and visit new customers whilst increasing existing customer spend
- Support the branch warehouse by undertaking any reasonable duties from time to time, including periodic stocktakes.
- Work closely with the Sales team to identify and progress opportunities.

**What are we looking for?**
- A passion for delivering the best customer service
- Confident in ability to learn new systems with a reasonable level of computer literacy
- Driving license is essential
- Delivery and customer service experience

**What’s in it for you?**
- Competitive annual leave allowance with annual purchase scheme
- Group Personal Pension
- Company Funded Healthcare Cash Plan
- Company bonus
- Cycle to work scheme
- Commitment to employee development plans
- 24/7 Wellbeing and Employee Support

Other benefits include: Company Sick Pay, Company Maternity & Paternity Pay, Discount Benefits Platform and Discounted Cromwell Products.

**About Cromwell**

Cromwell has been around for over 50 years, supplying an unrivalled choice of cutting tools, power tools, hand tools and safety equipment into all industries, professions and trades. We offer next day delivery or collection from our nationwide branch network, supported by an overnight UK logistics operation. Our team of over 1500 people are proud to be keeping industry working.

We’re all individuals, yet we’re very much one united team. We treat everyone fairly - regardless of gender, sexual orientation, background, age or disability - and give everyone opportunities for new and varied experiences. Inclusion means not just accepting people for who they are, but showing respect and making adjustments to help people and remove all barriers; it’s about creating a culture where everyone is respected, empowered and able to realise their full potential.

Cromwell is an Equal Opportunity Employer.

**Location**:Norwich**Working Hours per week**:38**Contract Type**:Permanent - Full Time**Meet the recruiter**:
Wioletta Kepke