Community Delivery Manager

7 days ago

Peterborough, Peterborough, United Kingdom Evri Full time

About Evri

Evri is a leading parcel delivery company that is dedicated to providing exceptional customer service and delivering parcels to customers across the UK. We are a dynamic and forward-thinking business that is always looking for talented individuals to join our team.

Job Summary

We are seeking a highly motivated and experienced Community Delivery Manager to join our team. As a Community Delivery Manager, you will be responsible for ensuring that our customers receive exceptional service and that our delivery units are operating at optimal levels.

Key Responsibilities

  • Final Mile Performance
    • Drive continuous performance improvement across delivery units through the engagement of self-employed and SE+ couriers.
    • Measure and drive improvement across a number of performance measures, including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims / Enquiries, and End of Life.
  • Courier Engagement
    • Keep enquiries to a minimum by driving an exceptional customer experience through successful courier engagement, communication, and retention.
    • Motivate and engage self-employed couriers to ensure a high standard of customer service between the courier and end customer.
  • Capacity Management
    • Ensure the successful coverage of rounds through the interviewing, selecting, and onboarding of couriers.
    • Build up courier and round coverage to minimize business risk and ensure that all requirements are continually met.
  • Cost Leadership
    • Drive financial control through cost control of courier fees and ad-hoc payments and asset management.
  • Customer Service
    • Ensure the timely resolution of customer concerns by working with self-employed couriers and customer service agents to improve customer satisfaction and experience.
  • Relationship Management
    • Manage the relationship with the delivery unit to ensure a high quality of service is delivered to both couriers and customers.
  • Health and Safety
    • 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

  • Qualifications
    • Current UK Driving licence
  • Knowledge & Experience
    • Previous experience of coaching, supporting, and motivating colleagues
    • Problem solving and planning effective contingencies and solutions
  • Technical & People Skills
    • 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 that is dedicated to delivering exceptional customer service and parcels to customers across the UK.

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