Community Delivery Manager

Evri, Inc.; Leeds; On-site; GBP 25,000 - 35,000; Full time

Job summary

An exciting opportunity awaits as a Community Delivery Manager at a forward-thinking company. This role focuses on ensuring exceptional customer experiences in the final mile of delivery, engaging and motivating self-employed couriers to maintain high standards. With a commitment to continuous improvement and a strong customer-centric approach, you'll play a vital role in shaping the future of parcel delivery. Join a dynamic team dedicated to making a difference and enjoy a range of benefits, including career progression and a supportive work environment. If you have the drive and dedication to excel, this is the perfect opportunity for you.

Benefits

Free digital GP service for all colleagues and their family

Wagestream - access to earned income before payday

Free basic Will and discounted partner mirror Will

50% discount on sending parcels

Cycle to Work scheme

Company funded Life Assurance

Employee Assistance Programme with free counselling

Great career progression

Up to 26 days holiday

Voluntary flexible benefits at discounted corporate rates

Qualifications

• Experience in coaching and motivating teams to enhance performance.
• Strong problem-solving skills with effective planning capabilities.

Responsibilities

• Drive continuous improvement in final mile performance with couriers.
• Manage courier engagement to enhance customer satisfaction and service quality.

Skills

Coaching and Supporting Colleagues

Problem-Solving

Customer-Focused Approach

Adaptability

Education

Current UK Driving Licence

Job description

Vacancy Location Leeds

This is a Temporary, Full Time vacancy that will close 2 months ago at 23:59 BST.

The Vacancy

We are looking for a Community Delivery Manager to join us on a 6-month Fixed Term Contract.

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 the 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 who 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 minimize 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 the 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
• 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!

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.

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

50% discount on sending parcels through Evri

Cycle to Work scheme

Company funded Life Assurance

Employee Assistance Programme with free counselling

Great career progression

Up to 26 days holiday

Voluntary flexible benefits at discounted corporate rates