Community Delivery Manager

3 weeks ago

Lawrence Weston, United Kingdom Evri Full time
About the Role

We are seeking a highly skilled Community Delivery Manager to join our team at Evri. As a key member of our operations team, you will be responsible for ensuring the highest level of customer satisfaction through effective management of our self-employed and SE+ couriers in the final mile of the parcel journey.

Key Responsibilities
  • Drive continuous improvement in final mile performance through successful capacity management and round coverage.
  • Measure and drive improvement across a range of performance metrics, including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims / Enquiries and End of Life.
  • Keep enquiries to a minimum by driving an exceptional customer experience through successful courier engagement, communication and retention.
  • Manage capacity effectively, ensuring the successful coverage of rounds through the interviewing, selecting and onboarding of couriers.
  • Motivate and engage self-employed couriers to ensure a high standard of customer service between the courier and end customer.
  • Drive cost leadership and financial control through cost control of courier fees and ad-hoc payments and asset management.
  • Ensure the timely resolution of customer concerns by working with self-employed couriers and customer service agents.
  • Manage the relationship with the delivery unit to ensure a high quality of service is delivered to both couriers and customers.
  • Ensure safe Health and Safety practices are in place and any failure to adhere to Code of Conduct is identified and resolved in a timely manner.
Requirements
  • Current UK Driving licence
  • Previous experience of coaching, supporting and motivating colleagues
  • Problem solving and planning effective contingencies and solutions
  • Customer Focused approach
  • Competent negotiation skills
  • Ability to adapt to different styles and behaviours
What We Offer

We offer an excellent remuneration package with fantastic opportunities for progression, learning and development. This is a fantastic opportunity to be part of an exciting, forward-thinking business.

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