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Community Operations Manager

2 months ago

Bury St, Suffolk, United Kingdom Evri Full time
Position Overview

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

This role presents an exciting opportunity for a Community Operations Manager to contribute to our progressive organization. We are committed to continuous improvement, making swift decisions, and achieving 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 performance metrics across delivery units by engaging with self-employed and SE+ couriers. This role is essential in fostering ongoing performance enhancements through effective capacity management and route coverage.

With remarkable growth and achievements in recent years, we are poised to shape our future. At Evri, we prioritize our people, our planet, and our communities.

Our core values are integral to our mission: Act with Integrity, Embrace Cost Efficiency, Be Agile, and Deliver Exceptional Service to Customers. Our team members are what distinguish us in the industry.

We invite individuals who share our enthusiasm and commitment to customer satisfaction to join the Evri family.

Your Responsibilities Will Include:

  • Driving Continuous Improvement by utilizing key reports and management information to enhance service quality with self-employed and SE+ couriers in the final delivery phase.
  • Monitoring and enhancing various performance indicators such as 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 retention strategies.
  • Managing Capacity by ensuring adequate coverage of delivery routes through the recruitment, selection, and onboarding of couriers.
  • Building courier and route coverage to mitigate business risks and consistently meet operational requirements.
  • Inspiring and engaging self-employed couriers to maintain high standards of customer service, thereby enhancing overall customer and client satisfaction.
  • Exercising financial oversight by managing courier fees and ad-hoc payments while ensuring effective asset management.
  • Facilitating the prompt resolution of customer issues by collaborating with self-employed couriers and customer service representatives to improve customer experiences.
  • 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:

  • Demonstrated experience in coaching, supporting, and motivating team members.
  • Strong problem-solving skills and the ability to devise effective contingency plans.

Technical & Interpersonal Skills:

  • Customer-centric approach
  • Proficient negotiation abilities
  • Capability to adapt to diverse 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?


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