Client Support Advisor

4 months ago

Airdrie, 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

Join our dynamic Delivery Performance team and become a crucial member, playing a vital role in ensuring our clients receive top-notch service. As a valued team player, you'll directly report to the performance manager and collaborate closely with our dedicated team of self-employed couriers and stakeholders. Your exceptional communication skills will be instrumental in swiftly resolving client risks and fostering strong relationships.

In this exciting role, you'll have the opportunity to provide comprehensive data support, contributing to performance, quality, and service improvements across our entire client portfolio. You'll be at the forefront of bringing on board exciting new clients, with a particular focus on Fresh produce. Your dedication to achieving and surpassing service level agreements will be paramount to our success.

Flexibility is key to our continuous improvement efforts and 24/7 operations. You'll thrive in this fast-paced environment by working a shift pattern that includes evenings until 8 pm and weekends on a rotational basis. Your willingness to adapt and excel will be greatly appreciated in our pursuit of performance excellence.

**Your responsibilities**
- Collaboratively identify and resolve risks by utilizing SharePoint, live data, and proactive communication with couriers, contractors, operational managers, and senior stakeholders.
- Maintain up-to-date and high-quality information in network-wide share points, ensuring completion of feedback loops and addressing performance gaps by challenging operational managers.
- Take the lead in identifying risks and implementing solutions for high-volume rounds, peak days, bank holidays, weekends, and resource-constrained areas by collaborating with local teams.
- Evaluate client inquiries, align them with internal data, and engage with couriers and local teams to find resolutions and ensure future compliance.
- Support the operation by conducting training and compliance checks, clarifying training packs, investigating compliance anomalies, and encouraging improvement in compliance gaps.
- Generate comprehensive reports using Excel and SAP on an hourly, daily, and weekly basis to provide insights into performance and risks at various levels.

**Your Experience**
- Customer-facing experience in a fast-paced, challenging environment, showcasing strong communication skills.
- Self-starter with adaptability, able to work independently in a high-pressure, deadline-driven setting.
- Timely and accurate updating of critical client reporting, demonstrating excellent attention to detail and ownership.
- Strong organizational skills for handling complex workloads.
- Proficient in Microsoft Office packages, particularly Excel, with the ability to quickly upskill and handle various data formats.
- Familiarity with management information, cost controls, data reports, and KPI metrics.
- Ability to build relationships and obtain feedback across the organization, supporting local teams in implementing actions.
- Effective communication and influence in driving performance improvement across the business.

If you're ready to make a significant impact in a dynamic and forward-thinking organization, this engaging role is the perfect opportunity for you to shine. Join our team and be part of a thrilling journey to drive performance improvements and exceed expectations.

Your dedication and exceptional skills will contribute to creating exceptional experiences for our clients, couriers, and stakeholders alike. Together, we'll achieve success and continue to grow and evolve. Join us today and embark on a rewarding journey with our Delivery Performance team

We encourage flexible working to fit your individual needs, as well as the team’s - that could be from the office, from home or a m

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