Community Delivery Manager

Overview

Evri is seeking a Community Delivery Manager. This role is based in Liverpool and focuses on ensuring that the customer and clients are the primary focus in the Final Mile of the parcel journey. The Community Delivery Manager will be 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 the past years, it’s time to shape Evri's future. At Evri, Evri is all about Evri's people, Evri's planet, and Evri's communities. Evri's refreshed values are important to Evri: Do the Right Thing, Celebrate Cost Leadership, Be Dynamic, and Deliver for Customers. Evri is looking for individuals to come and join the Evri family that share Evri's passion and drive to delight Evri's 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 successful coverage of rounds through the interviewing, selecting, and onboarding of couriers.
• Building up courier and round coverage to minimise business risk and ensure 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, improving overall customer and client satisfaction.
• Cost leadership and driving financial control through cost control of courier fees and ad-hoc payments and asset management.
• Ensuring 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 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 Evri offer you?

Evri 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 Evri's business?

If so, come and join Evri in Evri's exciting operation to deliver a fantastic parcel experience to Evri's customers for Evri's clients every day!