Community Delivery Manager

7 days ago

Chester, Cheshire, United Kingdom Evri Full time

We are seeking a skilled Community Delivery Manager to drive final mile performance across delivery units through the engagement of self-employed and SE+ couriers.

The successful candidate will be responsible for ensuring customer and client satisfaction by measuring and driving improvement across various performance metrics.

Key responsibilities include:

  • Continuous Improvement using key reports and MI to drive service improvement with self-employed and SE+ couriers in the final mile of the parcel journey.
  • Measuring and driving improvement across a number of performance measures including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims / Enquiries and End of Life.
  • Keeping enquiries to a minimum by driving an exceptional customer experience through successful courier engagement, communication and retention.
  • Capacity Management, namely ensuring the successful coverage of rounds through the interviewing, selecting and onboarding of couriers.
  • Motivating and engaging self-employed couriers to ensure a high standard of customer service between the courier and end customer.
  • Cost leadership and driving financial control through cost control of courier fees and ad-hoc payments and asset management.
  • Ensuring the timely resolution of customer concerns by working with self-employed couriers and customer service agents.

The ideal candidate will have a customer-focused approach, competent negotiation skills, and the ability to adapt to different styles and behaviours.

We offer an excellent remuneration package with fantastic opportunities for progression, learning and development.

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