Enterprise Delivery Operations Specialist
1 week ago
We are seeking a Enterprise Delivery Operations Specialist to play a pivotal role in driving the performance of our final mile delivery operations.
This role will be responsible for ensuring the successful engagement of self-employed and SE+ couriers, focusing on continuous performance improvement through effective capacity management and round coverage.
The Enterprise Delivery Operations Specialist will work closely with the delivery unit to ensure a high-quality service is delivered to both couriers and customers.
The ideal candidate will have a customer-focused approach, competent negotiation skills, and the ability to adapt to different styles and behaviours.
Key responsibilities will include:
- Driving continuous improvement using key reports and MI to enhance service delivery with self-employed and SE+ couriers.
- Measuring and driving improvement across a range of performance metrics, including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims / Enquiries, and End of Life.
- Minimising enquiries through exceptional customer experience through successful courier engagement, communication, and retention.
- Capacity management, ensuring successful coverage of rounds through interviewing, selecting, and onboarding of couriers.
- Building up courier and round coverage to mitigate business risk and ensure all requirements are continually met.
- Motivating and engaging self-employed couriers to maintain a high standard of customer service between the courier and end customer.
- Driving cost leadership and financial control through cost control of courier fees and ad-hoc payments and asset management.
- Ensuring timely resolution of customer concerns by working with self-employed couriers and customer service agents.
This is an exciting opportunity to shape the future of our business and be part of an evolving team.
We offer an excellent remuneration package with opportunities for progression, learning, and development.
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