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Community Delivery Manager

2 months ago

West Thurrock, United Kingdom Evri Full time
Job Description

**About the Role**

We are seeking a highly skilled and experienced Community Delivery Manager to join our team at Evri. As a key member of our organization, you will be responsible for ensuring the highest level of customer satisfaction and service delivery in the final mile of the parcel journey.

Key Responsibilities

  • **Continuous Improvement**: Drive service improvement with self-employed and SE+ couriers in the final mile of the parcel journey using key reports and MI.
  • **Performance Measurement**: Measure and drive improvement across a number of performance measures including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims / Enquiries and End of Life to ensure customer and client satisfaction.
  • **Courier Engagement**: Keep enquiries to a minimum by driving an exceptional customer experience through successful courier engagement, communication and retention.
  • **Capacity Management**: Ensure the successful coverage of rounds through the interviewing, selecting and onboarding of couriers.
  • **Courier Motivation**: Motivate and engage self-employed couriers to ensure a high standard of customer service between the courier and end customer.
  • **Cost Leadership**: Drive financial control through cost control of courier fees and ad-hoc payments and asset management.
  • **Customer Concerns**: Ensure the timely resolution of customer concerns by working with self-employed couriers and customer service agents.
  • **Relationship Management**: Manage the relationship with the delivery unit to ensure a high quality of service is delivered to both couriers and customers.
  • **Health and Safety**: 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

  • **Qualifications**: Current UK Driving licence
  • **Knowledge & Experience**: Previous experience of coaching, supporting and motivating colleagues, problem solving and planning effective contingencies and solutions.
  • **Technical & People Skills**: Customer Focused approach, competent negotiation skills, ability to adapt to different styles and behaviours.