Proactive Service Operative

4 weeks ago

Plymouth, United Kingdom Evri Full time

We have an exciting opportunity for a Proactive Service Operative to join our evolving team. We’re always on the lookout for top talent to join our growing business. In fact, we never stand still, we work hard, make quick decisions and deliver to our ambitious goals every day.

The purpose of this role is to to ensure all our customers are connected with their parcel as soon as possible and are satisfied with the service they receive from our couriers. The role is responsible for delighting the internal and external customer in resolving the issues of “undelivered” & “delivery disputed” parcels that have impacted the customer journey. You will do this by using a dashboard created by our CX team that will highlight any problems that need to be resolved on the same day so the parcel connects to the courier and prevents any claims or enquiries.

The ultimate aim of this role is to identify issues that may occur on the given day, to resolve this directly with the courier and prevent a customer need to contact our Customer Service team to raise an enquiry and/or claim.

With fantastic growth and success over past years, it’s time to shape our future.  With our recent exciting rebrand from Hermes to Evri we are all about our people, our planet and our communities. 

Our refreshed values are important to us; Do the right Thing, Celebrate Cost Leadership, Be Dynamic and Deliver for Customers. Our Evri people are what set us apart. 

We are looking for individuals to come and join the Evri family that share our passion and drive to delight our Customers.

Could that person be you?

You will be accountable for:

  • Taking proactive action by working with the regions Community Delivery managers to chase down End of Day non-compliance and reporting them back to the CDMs as well as the Regional Manager to resolve the issue live on the same day, resulting in a lower enquiry and claim rate.
  • Proactively reviewing the dashboard to identify issues and resolving them by speaking to couriers and raising any escalations to the Community Delivery Managers (CDMs).
  • Proactively reducing possible claims and enquiries by chasing End of Day noncompliance and identifying where parcels are to reconnect back into the network to get to the end customer in a timely manner.
  • Raising the above issues with the Community Delivery Managers so they can resolve at root cause.
  • Identifying and delivering resolution on trends through collaboration with the performance manager including complaints and compliance related issues arising from issues in Delivery Units or with couriers line with SLA’s.
  • Ensure a timely response to any requests from the central CX team where you can support on the ground to find a parcel.
  • Conduct thorough investigation of all undelivered parcels to ensure compliance and full resolution to the CX team to communicate to the end customer.
  • Ensure that all available systems are used to their full potential and all avenues are explored to resolve every parcel enquiry and that all information, scanning in particular, is updated for every stage of the parcel journey.
  • Escalate any abnormal scanning activity (or absence of) to the CDM for the relevant courier or delivery unit.
  • Conduct thorough depot searches to locate missing parcels or identify poor practices that may lead to missing parcels if not resolved.
  • Working in collaboration with the CDM & Regional Planner in order to escalate and correct all miscellaneous out of area address queries.
  • Escalating high risk concerns to your Regional Manager.
  • Support walk in customers with a resolution to their missing parcel.

To be successful in this role you will require the following… 

Qualifications:

  •  Working knowledge of Microsoft office
  •  Fluent English Language, speaking and written

Knowledge & Experience:

  • Able to learn new technologies and adapt to changing needs of the business.
  • Ability to follow processes and instructions in line with best practise

Technical & People Skills:

  • Able to analyse data and spot trends.
  • Able to compose concise responses to customer services for them to relay effectively to the end customer.

Impact & Influence:

  • Good questioning and communication skills
  • Ability to understand escalation points and when to escalate to the Regional Manager.
  • Able to collaborate with Operational management teams to improve service and promote a one team approach to Customer Satisfaction

What can we offer you?

We offer an excellent remuneration package with fantastic opportunities for progression, learning and development.

This is a fantastic opportunity to be part of an exciting, forward-thinking business. Do you have the experience, drive and dedication to make your mark within our business?

If so come and join us in our exciting operation to deliver a fantastic parcel experience to our customers for our clients Evri day

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