Community Operations Manager

3 weeks ago

Swindon, Swindon, United Kingdom Evri Full time

We are seeking a Community Operations Manager to become a vital part of our team.

This role presents an exciting opportunity for a Community Operations Manager to contribute to our dynamic organization. We are committed to continuous improvement and strive to achieve our ambitious objectives every day.

The primary aim of this position is to prioritize customer and client satisfaction during the final stages of the parcel delivery process. The Community Operations Manager will oversee final mile performance across delivery units by engaging with self-employed and SE+ couriers. This role is essential in driving ongoing performance through effective capacity management and route coverage.

With remarkable growth and success in recent years, we are now focused on shaping our future. At Evri, we prioritize our people, our planet, and our communities.

Our core values are fundamental to our operations: Act with Integrity, Embrace Cost Efficiency, Be Agile, and Deliver Exceptional Service. Our team members are what distinguish us from the competition.

We are looking for individuals who share our enthusiasm and commitment to exceeding customer expectations.

Your responsibilities will include:

  • Driving continuous improvement by utilizing key reports and metrics to enhance service quality with self-employed and SE+ couriers in the final mile of the delivery process.
  • Monitoring and enhancing various performance indicators, including Service Speed, Standards, Next Day Delivery, Collections, Claims/Enquiries, and Customer Satisfaction.
  • Minimizing customer inquiries by fostering an outstanding customer experience through effective courier engagement and communication.
  • Managing capacity by ensuring successful route coverage through the recruitment, selection, and onboarding of couriers.
  • Building courier and route coverage to mitigate business risks and ensure all operational requirements are consistently met.
  • Inspiring and engaging self-employed couriers to maintain high standards of customer service, thereby improving overall satisfaction for both customers and clients.
  • Implementing cost control measures to manage courier fees and other expenses effectively.
  • Ensuring timely resolution of customer issues by collaborating with self-employed couriers and customer service representatives to enhance customer satisfaction.
  • Overseeing relationships with delivery units to guarantee high-quality service delivery to both couriers and customers.
  • Ensuring compliance with health and safety protocols and addressing any breaches of conduct promptly.

To excel in this role, you will need the following:

Qualifications:

  • Valid UK Driving License

Knowledge & Experience:

  • Experience in coaching, supporting, and motivating team members
  • Strong problem-solving skills and the ability to plan effective contingencies

Technical & Interpersonal Skills:

  • Customer-focused mindset
  • Proficient negotiation abilities
  • Adaptability to various communication styles and behaviors

What we offer:

We provide a competitive remuneration package along with excellent opportunities for career advancement, learning, and development.

This is a remarkable opportunity to be part of an innovative and forward-thinking organization. Do you possess the experience, drive, and commitment to make a significant impact within our team?

If so, we invite you to join us in our mission to deliver an exceptional parcel experience to our customers.

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