Customer Resolution Advisor

6 months ago

Tyne and Wear, United Kingdom Evri Full time

At Evri we understand that searching for your first job, your next job, or that big promotion is a huge milestone. Here at Evri we always think about what it’s like to be in your position when making those big decisions. It takes courage to make change happen in your life, and we’re here to help you with that.

We’re here for the first step, the next step, and the big step.

You’re not just a number to us. You’ve got to know you’ll love working here. It’s as important to us as you ‘being the right fit’. We want to help you _feel_ what it’s like to work at Evri, to see the value you can bring to any of our roles, and how we can help you grow. We’re never one-size-fits-all. Our careers are as unique as you are.

Evri is leading the way in creating responsible delivery experiences for everyone, everywhere, and that’s how we approach our talent development. We’re a kind, ambitious and diverse team, always supporting and encouraging each other. Our people are extremely important to our business, without them we wouldn’t be where we are today, striving to do the best for our customers and clients. If you like what you hear, then we’d love you to apply

Here at Evri, our busiest time of year is just around the corner, we call it peak With over 500 million parcels coming through our depots and hubs, it’s no surprise that we need extra helping hands across the network to help us meet the demand,

We are looking for several **Customer Resolution Advisors** to join us at our **Nottingham** depot**, **to support us during our busy and exciting time over our Peak period**.** You’ll work across varying shift patterns including weekend working, carried out on a rota basis & working hours will be between 8am-6pm.

Monday November 20th

Monday November 27th

Monday December 4th

You must be able to commit to two weeks training from this date.

You will receive excellent on the job training & your salary will be** £23,301.72** + Company Benefits**

Key responsibilities will include:

- Prioritise and clear the UP queue having contacted clients and customers to establish correct addresses / label / packaging issues
- Conduct thorough investigation of all undelivered parcels to ensure compliance and full resolution to the end customer
- Conduct thorough depot searches to locate missing parcels ensuring CRM enquiries are fully resolved within SLA and customers/clients updated accordingly
- Investigate queries, identifying the location of parcels, contacting our couriers for updates and where necessary feeding back to client or customer

What we need from you:
We are looking for people with exceptional customer service skills preferably from a call centre environment.

You will be the point of contact for our customers ensuring their query is resolved quickly and professionally so you must be able to work in a fast-paced environment & have excellent communication skills. Most importantly you will be courteous, friendly and helpful, taking ownership of all enquiries, striving to find first time resolution for all customer queries.

Other key skills:

- Must be competent with Microsoft Office
- Ability to prioritise workload & multitask
- Experience of end to end enquiry case management
- A clear & confident communicator

We will be holding** Assessment Centres throughout November**. If you have been referred by a friend, don't forget to complete their details when you apply

We also offer excellent benefits such as pension, a range of retailer discounts from our clients and much more

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.
- 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

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