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Community Delivery Manager

2 months ago

Bury St, Suffolk, United Kingdom Evri Full time

About the Role:

Evri is seeking a highly skilled and experienced Community Delivery Manager to join our team. As a key member of our delivery unit, 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 in final mile performance through successful capacity management and round coverage.
  • Measure and drive improvement across a number of performance metrics, including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims/Enquiries, and End of Life.
  • Keep enquiries to a minimum by driving an exceptional customer experience through successful courier engagement, communication, and retention.
  • Manage capacity and ensure the successful coverage of rounds through the interviewing, selecting, and onboarding of couriers.
  • Motivate and engage self-employed couriers to ensure a high standard of customer service between the courier and end customer.
  • Drive cost leadership and financial control through cost control of courier fees and ad-hoc payments and asset management.
  • Ensure the timely resolution of customer concerns by working with self-employed couriers and customer service agents.
  • Manage the relationship with the delivery unit to ensure a high quality of service is delivered to both couriers and customers.
  • 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:

  • Current UK Driving licence
  • Previous experience of coaching, supporting, and motivating colleagues
  • Problem-solving and planning effective contingencies and solutions
  • Customer-focused approach
  • Competent negotiation skills
  • Ability to adapt to different styles and behaviours