Community Delivery Champion
1 week ago
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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