Parcel Delivery Operations Manager

5 days ago

North Wales, United Kingdom Evri Full time

About Evri

At Evri, we're dedicated to delivering exceptional customer experiences through our dynamic and evolving team. We prioritize our people, planet, and communities, striving for excellence in everything we do.

The Role: Community Delivery Manager

We are seeking a driven and results-oriented Community Delivery Manager to oversee the final mile of our parcel journey. This role is crucial in ensuring customer satisfaction by managing self-employed and SE+ couriers across delivery units.

Your Responsibilities:
  • Drive continuous improvement through data analysis, identifying areas for enhancement in service delivery with self-employed and SE+ couriers.
  • Monitor and elevate key performance indicators (KPIs) such as speed of service, standard, next day, collections, C2C, claims/enquiries, and end-of-life processes to meet customer and client expectations.
  • Minimize customer inquiries by fostering exceptional customer experiences through effective courier engagement, communication, and retention strategies.
  • Manage capacity effectively by recruiting, onboarding, and supporting a network of self-employed couriers to ensure seamless round coverage.
  • Cultivate a motivated and engaged courier workforce, promoting high standards of customer service between couriers and end customers to enhance overall satisfaction.
  • Implement cost leadership initiatives by controlling courier fees, managing ad-hoc payments, and optimizing asset utilization.
  • Ensure timely resolution of customer concerns through collaboration with self-employed couriers and customer service agents to improve the overall customer experience.
  • Build strong relationships with delivery units to ensure high-quality service delivery for both couriers and customers.
  • Maintain a safe and compliant work environment by upholding health and safety practices and addressing any Code of Conduct violations promptly.
Your Skills and Qualifications:
  • Valid UK Driving License
  • Proven experience in coaching, supporting, and motivating colleagues
  • Strong problem-solving skills with the ability to plan effective contingencies and solutions
  • Customer-focused approach with excellent communication and interpersonal skills
  • Competent negotiation skills and adaptability to diverse personalities and work styles

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