Community Delivery Manager

4 days ago

Bury St, Suffolk, United Kingdom Evri Full time

Job Summary:

We are seeking a highly skilled and experienced Community Delivery Manager to join our team at Evri. As a key member of our operations team, you will be responsible for ensuring the successful delivery of our final mile services to our customers.

Key Responsibilities:

  • Performance Improvement: Utilize key reports and metrics to drive continuous improvement in final mile performance, focusing on speed of service, standard, next day, next director, collections, C2C, claims/enquiries, and end of life.
  • Courier Engagement: Develop and maintain strong relationships with self-employed and SE+ couriers, ensuring exceptional customer service and minimizing enquiries.
  • Capacity Management: Effectively manage courier capacity, ensuring successful coverage of rounds through interviewing, selecting, and onboarding of couriers.
  • Business Risk Management: Identify and mitigate business risks by building up courier and round coverage, ensuring all requirements are met.
  • Customer Satisfaction: Drive customer satisfaction by motivating and engaging self-employed couriers to deliver high-quality customer service.
  • Financial Control: Manage courier fees and ad-hoc payments, ensuring cost leadership and financial control.
  • Customer Concerns: Resolve customer concerns in a timely manner, working with self-employed couriers and customer service agents.
  • Relationship Management: Develop and maintain strong relationships with delivery units, ensuring high-quality service delivery.
  • Health and Safety: Ensure safe Health and Safety practices are in place, identifying and resolving any Code of Conduct failures.

Requirements:

  • Qualifications: Current UK driving license.
  • Knowledge and Experience: Previous experience in coaching, supporting, and motivating colleagues, problem-solving, and planning effective contingencies and solutions.
  • Technical and People Skills: Customer-focused approach, competent negotiation skills, ability to adapt to different styles and behaviors.

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