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Community Delivery Manager
2 months ago
Job Summary:
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:
- Drive Continuous Improvement: Utilize key reports and metrics to identify areas for improvement and implement strategies to enhance service delivery with self-employed and SE+ couriers.
- Measure and Drive Improvement: Monitor and analyze performance metrics, including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims/Enquiries, and End of Life, to ensure customer and client satisfaction.
- Exceptional Customer Experience: Foster a culture of exceptional customer service by engaging, communicating, and retaining self-employed couriers, resulting in minimized enquiries and improved customer satisfaction.
- Capacity Management: Ensure successful coverage of rounds by interviewing, selecting, and onboarding couriers, minimizing business risk, and meeting all requirements.
- Courier Engagement and Motivation: Motivate and engage self-employed couriers to deliver high-quality customer service, resulting in improved overall customer and client satisfaction.
- Cost Leadership and Financial Control: Drive cost control through effective management of courier fees, ad-hoc payments, and asset management, ensuring financial stability and growth.
- Customer Concern Resolution: Timely resolution of customer concerns by working with self-employed couriers and customer service agents to improve customer satisfaction and experience.
- Relationship Management: Foster strong relationships with delivery units to ensure high-quality service delivery to both couriers and customers.
- Health and Safety: Ensure safe Health and Safety practices are in place, and any failures to adhere to the Code of Conduct are identified and resolved in a timely manner.
Requirements:
- Qualifications: Current UK Driving License
- Knowledge and Experience: Previous experience in 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 behaviors.
What We Offer:
We offer an excellent remuneration package with fantastic opportunities for progression, learning, and development. Join us in our exciting operation to deliver a fantastic parcel experience to our customers every day.
