Delivery Excellence Manager

4 days ago


Crawley, West Sussex, United Kingdom Evri Full time
About Evri

Evri is a dynamic business that is always looking for talented individuals to join our team. With a strong focus on customer satisfaction, we are committed to delivering exceptional results in the final mile of the parcel journey.

Job Summary

We are seeking an experienced Delivery Excellence Manager to ensure the highest standards of service delivery across our network. This role will be responsible for driving continuous performance improvement, engaging with self-employed and SE+ couriers, and managing capacity to meet customer needs.

Key Responsibilities
  • Service Improvement: Use key reports and metrics to identify areas for improvement and develop strategies to enhance the final mile experience for customers.
  • Performance Management: Measure and drive improvement across various performance indicators, including speed of service, standard, next day, and collections, to ensure customer satisfaction.
  • Courier Engagement: Foster excellent relationships with self-employed and SE+ couriers to promote a high standard of customer service and minimize enquiries.
  • Capacity Management: Ensure successful round coverage by interviewing, selecting, and onboarding new couriers, minimizing business risk, and meeting customer requirements.
  • Fleet Management: Motivate and engage self-employed couriers to deliver exceptional customer experiences, improving overall customer satisfaction and loyalty.
  • Cost Control: Drive financial control through cost-effective management of courier fees, ad-hoc payments, and asset management.
  • Customer Resolution: Work with self-employed couriers and customer service agents to resolve customer concerns efficiently, enhancing customer satisfaction and experience.
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 behaviors.
What We Offer

We offer a competitive salary range of £45,000 - £60,000 per annum, depending on experience, along with opportunities for progression, learning, and development. If you have the drive, dedication, and passion for delivering exceptional results, we encourage you to apply.



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