Community Delivery Manager
This is a Permanent, Full Time vacancy that will close in {x} days at {xx:xx} BST.
The Vacancy
We have an exciting opportunity for a Community Delivery Manager 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 ensure that the customer and clients are the primary focus in the Final Mile of the parcel journey. The Community Delivery Manager is responsible for final mile performance across delivery units through the engagement of self-employed and SE+ couriers. This role drives continuous performance through successful capacity management and round coverage.
With fantastic growth and success over past years, it’s time to shape our future. At 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:
- Continuous Improvement using key reports and MI to drive service improvement with self-employed and SE+ couriers in the final mile of the parcel journey.
- Measuring and driving improvement across a number of performance measures including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims / Enquiries and End of Life that ensure customer and client satisfaction.
- Keeping enquiries to a minimum by driving an exceptional customer experience through successful courier engagement, communication and retention.
- Capacity Management, namely ensuring the successful coverage of rounds through the interviewing, selecting and onboarding of couriers.
- Building up courier and round coverage to minimise business risk and ensure that all requirements are continually met.
- Motivating and engaging self-employed couriers to ensure a high standard of customer service between the courier and end customer that will improve overall customer and client satisfaction.
- Cost leadership and driving 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 to improve customer satisfaction and experience.
- Responsible for managing the relationship with the delivery unit to ensure a high quality of service is delivered to both couriers and customers.
- Ensuring 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.
To be successful in this role you will require the following…
Qualifications:
- Current UK Driving licence
Knowledge & Experience:
- Previous experience of coaching, supporting and motivating colleagues
- Problem solving and planning effective contingencies and solutions
Technical & People Skills:
- Customer Focused approach
- Competent negotiation skills
- Ability to adapt to different styles and behaviours
About Us
Every parcel, every person, every place – every delivery made for you.
Evri is leading the way in creating responsible delivery experiences for everyone, everywhere. And we’re doing that by offering the most convenient way to send, receive and return parcels without costing the earth.
Whether it’s a customer sending a present to a friend, a marketplace trader shipping in bulk or a major retailer such as John Lewis, asos or Next, we’ve got it covered. With our team of 30,000 couriers, thousands of local ParcelShops and a growing network of hubs and depots across the country, we safely get parcels from A to everywhere.
And it’s not just customers and retailers who trust us. We’ve won loads of industry awards over the past few years, including gongs for IT, innovation and our green fleet.
But we wouldn’t be the biggest dedicated parcel delivery company in the UK without amazing people. We’re a friendly, ambitious and diverse bunch, united by a passion for delivering the best customer experience. We have great opportunities throughout the business, so take a look to see where you might fit in. We can’t wait to hear from you.
Our Benefits
Free digital GP service for all colleagues and their family
Wagestream - access a portion of your earned income before payday
Free basic Will and discounted partner mirror Will for all colleagues
Bonus schemes (grade dependent)
50% discount on sending parcels through Evri
Cycle to Work scheme
Company funded Life Assurance
Employee Assistance Programme with free counselling
Retailer discounts
Great career progression
Up to 26 days holiday
Voluntary flexible benefits at discounted corporate rates
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