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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 impact.
- Benefits: Enjoy competitive pay, growth opportunities, and a supportive work culture.
- Why this job: Be part of a forward-thinking team that values innovation and customer satisfaction.
- Qualifications: Must have a UK driving licence and experience in coaching and motivating teams.
- Other info: This is a 9-month Fixed Term Contract with potential for future opportunities.
The predicted salary is between 36000 - 60000 £ per year.
We are looking for a Community Delivery Manager to join us on a 9 month Fixed Term Contract. 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.
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 final mile delivery process. Understanding the intricacies of how parcels are delivered and the challenges faced can help you stand out during discussions. Show that you’re not just aware of the role but also passionate about improving the customer experience.
✨Tip Number 2
Network with current or former employees in similar roles. They can provide insights into the company culture and expectations, which can be invaluable when preparing for interviews. Plus, a referral from an insider can significantly boost your chances of landing the job.
✨Tip Number 3
Demonstrate your problem-solving skills through real-life examples. Be ready to discuss specific situations where you successfully managed challenges or improved processes. This will show your potential employer that you can think on your feet and drive continuous improvement.
✨Tip Number 4
Highlight your ability to engage and motivate teams. Since this role involves working with self-employed couriers, showcasing your experience in coaching and motivating others will be crucial. Prepare anecdotes that illustrate your leadership style and how it has led to positive outcomes.
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 service and community engagement. Mention how your values align with Evri's refreshed values, such as 'Do the right Thing' and 'Deliver for Customers'.
Highlight Relevant Experience: When detailing your work history, focus on roles where you have successfully managed teams or projects. Emphasise any experience you have with self-employed couriers or similar delivery models, as this will be particularly relevant.
Showcase Your Problem-Solving Skills: Provide examples of how you've tackled challenges in previous roles. Discuss specific situations where you implemented effective solutions that improved service delivery or customer satisfaction.
How to prepare for a job interview at Evri
✨Show Your Customer Focus
As a Community Delivery Manager, your primary focus will be on customer satisfaction. Be prepared to discuss specific examples of how you've improved customer experiences in previous roles. Highlight your understanding of the importance of the final mile in the delivery process.
✨Demonstrate Your Leadership Skills
This role requires motivating and engaging self-employed couriers. Share instances where you've successfully coached or supported team members. Emphasise your ability to adapt your leadership style to different individuals and situations.
✨Prepare for Problem-Solving Scenarios
Expect questions that assess your problem-solving skills. Think of challenges you've faced in previous roles and how you overcame them. Be ready to discuss your approach to planning effective contingencies and solutions, especially in a fast-paced environment.
✨Understand the Metrics
Familiarise yourself with key performance indicators relevant to the role, such as Speed of Service and customer satisfaction metrics. Be prepared to discuss how you would use data to drive continuous improvement and enhance service delivery.
