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Delivery Excellence Manager

1 month ago

Norwich, Norfolk, United Kingdom Evri Full time

We are Evri, a forward-thinking business that's passionate about delivering exceptional parcel experiences to our customers.

Our vision is to shape the future of delivery and we're seeking a skilled Delivery Excellence Manager to join our team in this exciting opportunity. As part of our parcel service, you will be responsible for ensuring the highest standards of customer satisfaction and experience.

This role involves driving continuous improvement across multiple performance measures, including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims/Enquiries and End of Life. Your primary focus will be on engaging self-employed and SE+ couriers in the final mile of the parcel journey to deliver exceptional customer experiences.

Key Responsibilities:

  • Implement continuous improvement initiatives using key reports and MI to drive service excellence with self-employed and SE+ couriers
  • Measure and drive improvement across multiple performance metrics to ensure customer satisfaction
  • Drive down enquiries by providing an exceptional customer experience through successful courier engagement, communication and retention
  • Manage capacity effectively by interviewing, selecting and onboarding new couriers
  • Motivate and engage self-employed couriers to maintain high standards of customer service
  • Control costs through effective management of courier fees and ad-hoc payments
  • Resolve customer concerns promptly by working closely with self-employed couriers and customer service agents

You'll need to have excellent communication and negotiation skills to build strong relationships with our delivery unit partners and ensure seamless collaboration. A current UK driving license is essential for this role.

We offer a competitive salary package (£40,000 - £55,000 per annum), along with fantastic opportunities for progression, learning and development. If you have a passion for delivering exceptional customer experiences and are dedicated to making a difference, we'd love to hear from you.