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- Tasks: Lead the final mile delivery performance and engage couriers for exceptional customer service.
- Company: Join Evri, a dynamic company focused on people, planet, and community.
- Benefits: Enjoy great pay, progression opportunities, and a supportive work environment.
- Why this job: Be part of a forward-thinking team that values innovation and customer satisfaction.
- Qualifications: Must have a current UK driving licence and experience in coaching and motivating others.
- Other info: This role offers a chance to shape the future of parcel delivery.
The predicted salary is between 36000 - 60000 £ per year.
We have an exciting opportunity for a Community Delivery Manager to join our evolving team. We are always on the lookout for top talent to join our growing business. 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.
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. We are looking for individuals to come and join the Evri family that share our passion and drive to delight our Customers.
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, 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.
- 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.
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!
Community Delivery Manager employer: Evri
Contact Detail:
Evri Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Community Delivery Manager
✨Tip Number 1
Familiarise yourself with the key performance indicators mentioned in the job description, such as Speed of Service and customer satisfaction. Understanding these metrics will help you demonstrate your ability to drive improvements in these areas during interviews.
✨Tip Number 2
Showcase your experience in coaching and motivating teams by preparing specific examples from your past roles. Highlight how your leadership has led to improved performance or customer satisfaction, as this aligns closely with the responsibilities of the Community Delivery Manager.
✨Tip Number 3
Research Evri's values and culture thoroughly. Be ready to discuss how your personal values align with theirs, particularly around customer focus and cost leadership. This will show that you're not just a fit for the role, but also for the company ethos.
✨Tip Number 4
Prepare to discuss your problem-solving skills and how you've effectively managed capacity in previous roles. Think of scenarios where you've had to adapt quickly to changing circumstances, as this is crucial for managing courier coverage and ensuring service delivery.
We think you need these skills to ace Community Delivery Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in community management, customer service, and performance improvement. Use specific examples that demonstrate your ability to engage and motivate teams, as well as your problem-solving skills.
Craft a Compelling Cover Letter: In your cover letter, express your passion for customer satisfaction and community engagement. Mention how your values align with Evri's refreshed values and provide examples of how you've successfully driven performance in previous roles.
Highlight Relevant Skills: Emphasise your technical and people skills, particularly your customer-focused approach and negotiation abilities. Provide concrete examples of how you've adapted your communication style to different situations or individuals.
Showcase Continuous Improvement Initiatives: Discuss any previous experiences where you implemented continuous improvement strategies. Highlight the impact these initiatives had on service delivery and customer satisfaction, as this aligns closely with the responsibilities of the Community Delivery Manager role.
How to prepare for a job interview at Evri
✨Show Your Customer Focus
Emphasise your commitment to customer satisfaction during the interview. Share specific examples of how you've previously improved customer experiences or resolved issues, as this role heavily relies on ensuring a high standard of service.
✨Demonstrate Your Coaching Skills
Since the role involves motivating and engaging couriers, be prepared to discuss your experience in coaching and supporting colleagues. Highlight any successful strategies you've used to inspire teams and improve performance.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your problem-solving abilities. Think of past challenges you've faced in similar roles and how you effectively planned contingencies and solutions to overcome them.
✨Understand the Importance of Capacity Management
Familiarise yourself with capacity management concepts, as this is crucial for the role. Be ready to discuss how you would ensure successful coverage of rounds and manage courier relationships to minimise business risk.
