Service Delivery Support Administrator

Hermes; Coventry; Hybrid; GBP 26,000 - 28,000; Full time

Job summary

Hermes in Coventry is seeking a detail‑oriented Service Delivery Support Administrator to join the SME Account Management team. The role focuses on investigating issues, analysing data, and delivering back‑office support across departments to resolve service queries and operational challenges.

You will use Excel and Salesforce to produce reports, monitor performance, and support reviews while maintaining accurate customer records.

Qualifications

• Experience in logistics, transport, parcel, customer service, sales support or commercial administration.
• Strong Excel skills and ability to manipulate data and create reports.
• Experience using Salesforce or similar CRM systems is advantageous.
• Knowledge of Pivot Tables and reporting tools is desirable.
• Excellent attention to detail and strong organisational skills.
• Ability to investigate issues, identify root causes, and coordinate resolutions.
• Strong communication skills with the confidence to engage with internal stakeholders.
• Good educational background with strong numeracy and analytical skills.
• Full UK driving licence desirable (travel to operational sites will be required).

Responsibilities

• Support Account Managers with day-to-day service delivery, administration, and customer account activities.
• Investigate parcel delays, service concerns, transactional issues, and depot-related enquiries.
• Coordinate resolutions with Operations, Customer Services, Commercial, and Finance teams.
• Maintain accurate customer records and account information across internal systems.
• Monitor and manage outstanding actions to ensure service level commitments are met.
• Produce reports and analyse service-related data using Excel and Salesforce.
• Support customer service reviews through data gathering, reporting, and action tracking.
• Liaise with depot teams to identify root causes of operational issues and help drive resolution.
• Provide commercial and administrative support to customer retention and growth initiatives.
• Identify process improvements and opportunities to enhance operational efficiency.
• Build strong internal stakeholder relationships to facilitate effective communication and issue resolution.

Skills

Excel

Salesforce

Pivot Tables

Attention to detail

Organisational skills

Data analysis

Communication skills

Tools

Salesforce

Job description

Job Title: Service Delivery Support Administrator

Salary: £26,000 to £28,000 plus bonus & benefits

Location: Coventry (hybrid working pattern)

Type: Permanent

Join the UK's Premier Parcel & Post Delivery Company

We're looking for a highly organised and detail-oriented Service Delivery Support Administrator to join our SME Account Management team. This is a fantastic opportunity for someone with logistics, customer service, sales support, or commercial administration experience who enjoys investigating issues, analysing data, and working collaboratively across multiple departments to deliver outstanding service. This is a non-customer-facing, back-office role that plays a vital part in supporting Account Managers and ensuring customer issues, service queries, and operational challenges are resolved quickly and effectively.

What You'll Do

As an Service Delivery Support Administrator, you'll provide operational, commercial, and administrative support to our Account Management team. You'll be responsible for investigating parcel delays, depot-related issues, service concerns, and transactional queries while ensuring customer accounts and internal systems are maintained accurately.

Using Excel and Salesforce, you'll produce reports, analyse trends, support service reviews, and help deliver a best-in-class customer experience. Please note this role sits on the Evri Premium side of the business.

Key Responsibilities:

• Support Account Managers with day-to-day service delivery, administration, and customer account activities.


• Investigate parcel delays, service concerns, transactional issues, and depot-related enquiries.


• Coordinate resolutions with Operations, Customer Services, Commercial, and Finance teams.


• Maintain accurate customer records and account information across internal systems.


• Monitor and manage outstanding actions to ensure service level commitments are met.


• Produce reports and analyse service-related data using Excel and Salesforce.


• Support customer service reviews through data gathering, reporting, and action tracking.


• Liaise with depot teams to identify root causes of operational issues and help drive resolution.


• Provide commercial and administrative support to customer retention and growth initiatives.


• Identify process improvements and opportunities to enhance operational efficiency.


• Build strong internal stakeholder relationships to facilitate effective communication and issue resolution.

What We Can Offer You:

• Up to 33 days annual leave (including Bank Holidays)


• Career progression opportunities


• Flexible, inclusive benefits including shopping vouchers, insurance, and healthcare


• A culture where people are encouraged, supported, and valued

What We're Looking For:

• Previous experience within a logistics, transport, parcel, customer service, sales support, or commercial administration environment.


• Strong Excel skills, including the ability to manipulate data and create reports.


• Experience using Salesforce or similar CRM systems would be advantageous.


• Knowledge of Pivot Tables and reporting tools is desirable.


• Excellent attention to detail and strong organisational skills.


• Ability to investigate issues, identify root causes, and coordinate resolutions.


• Strong communication skills with the confidence to engage with a variety of internal stakeholders.


• A proactive and customer-focused mindset.


• Good educational background with strong numeracy and analytical skills.


• Full UK driving licence desirable (travel to operational sites will be required)