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- Tasks: Lead the final mile delivery performance and engage with couriers to enhance customer satisfaction.
- Company: Join Evri, a dynamic company focused on people, planet, and community growth.
- Benefits: Enjoy a supportive work culture with opportunities for personal and professional development.
- Why this job: Be part of a passionate team that values customer delight and continuous improvement.
- Qualifications: Must have a current UK driving licence and experience in coaching and motivating teams.
- Other info: This role offers a chance to shape the future of delivery services.
The predicted salary is between 36000 - 60000 £ per year.
We have an exciting opportunity for a Community Delivery Manager to join our evolving team. 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.
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
Community Delivery Manager in Birmingham employer: Evri
Contact Detail:
Evri Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Community Delivery Manager in Birmingham
✨Tip Number 1
Familiarise yourself with the final mile delivery process. Understanding how the last leg of parcel delivery works will help you demonstrate your knowledge during interviews and show that you're genuinely interested in the role.
✨Tip Number 2
Network with current or former employees of Evri. Engaging with them on platforms like LinkedIn can provide you with insider insights about the company culture and expectations, which can be invaluable during your application process.
✨Tip Number 3
Highlight your experience in coaching and motivating teams. Since the role involves engaging self-employed couriers, showcasing your ability to inspire and lead others will set you apart from other candidates.
✨Tip Number 4
Prepare examples of how you've successfully managed customer relationships in the past. Being able to discuss specific instances where you've improved customer satisfaction will demonstrate your customer-focused approach, which is crucial for this role.
We think you need these skills to ace Community Delivery Manager in Birmingham
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, such as 'Do the Right Thing' and 'Deliver for Customers'.
Highlight Relevant Skills: Emphasise your customer-focused approach and negotiation skills. Provide examples of how you've successfully managed relationships and improved service delivery in previous roles.
Showcase Problem-Solving Abilities: Include specific instances where you've identified issues and implemented effective solutions. This could involve capacity management or improving courier engagement to enhance customer experience.
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 Leadership Skills
As a Community Delivery Manager, you'll be responsible for motivating and engaging couriers. Prepare to discuss your experience in coaching and supporting team members, highlighting any successful strategies you've implemented to boost morale and performance.
✨Be Ready to Discuss Performance Metrics
Familiarise yourself with key performance indicators relevant to the final mile delivery process. Be prepared to talk about how you have used data to drive improvements in service speed, quality, and customer satisfaction in your previous roles.
✨Highlight Your Problem-Solving Abilities
This role requires effective contingency planning and problem-solving skills. Think of examples where you've successfully navigated challenges in a fast-paced environment, and be ready to explain your thought process and the outcomes.
