Community Delivery Champion

1 week ago


Horsforth, Leeds, United Kingdom Evri Full time
Role Overview

We are seeking a skilled Community Delivery Manager to join our evolving team at Evri. This exciting opportunity is part of a 6 month Fixed Term Contract, where you will play a crucial role in ensuring customer and client satisfaction in the final mile of the parcel journey.

As a Community Delivery Manager, you will be responsible for driving continuous performance across delivery units through the engagement of self-employed and SE+ couriers. You will focus on successful capacity management, round coverage, and motivating couriers to deliver a high standard of customer service.

Key Responsibilities
  • Measure and drive improvement across performance measures 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 and build up courier and round coverage to minimize business risk and ensure all requirements are continually met.
  • Motivate and engage self-employed couriers to ensure a high standard of customer service.
  • Ensure cost leadership and driving financial control through cost control of courier fees and ad-hoc payments and asset management.
  • Resolve customer concerns in a timely manner by working with self-employed couriers and customer service agents.
  • Manage relationships with delivery units 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


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