Community Delivery Manager

3 weeks ago

Weybridge, Surrey, United Kingdom Evri Full time
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 operations team, you will be responsible for ensuring the highest level of customer satisfaction and service delivery in the final mile of our parcel journey.

Key Responsibilities
  • Continuous Improvement: Use key reports and metrics to drive service improvement with self-employed and SE+ couriers in the final mile of the parcel journey.
  • 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.
  • Risk Management: Build up courier and round coverage to minimize business risk and ensure that all requirements are continually met.
  • Courier Motivation: Motivate and engage self-employed couriers to ensure a high standard of customer service between the courier and end customer that will improve overall customer and client satisfaction.
  • Cost Control: Drive financial control through cost control of courier fees and ad-hoc payments and asset management.
  • Customer Resolution: Ensure the timely resolution of customer concerns by working with self-employed couriers and customer service agents to improve customer satisfaction and experience.
  • 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 and Experience: Previous experience of coaching, supporting and motivating colleagues, problem solving and planning effective contingencies and solutions
  • Technical and People Skills: Customer Focused approach, competent negotiation skills, ability to adapt to different styles and behaviours

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