Proactive Service Operative

We are looking for a Proactive Service Operative to join us on a Fixed Term Contract until December 31st 2024.

We have an exciting opportunity for a Proactive Service Operative 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 to ensure all our customers are connected with their parcel as soon as possible and are satisfied with the service they receive from our couriers. The role is responsible for delighting the internal and external customer in resolving the issues of “undelivered” & “delivery disputed” parcels that have impacted the customer journey. You will do this by using a dashboard created by our CX team that will highlight any problems that need to be resolved on the same day so the parcel connects to the courier and prevents any claims or enquiries.

The ultimate aim of this role is to identify issues that may occur on the given day, to resolve this directly with the courier and prevent a customer need to contact our Customer Service team to raise an enquiry and/or claim.

You will be accountable for:

• Taking proactive action by working with the regions Community Delivery managers to chase down End of Day non-compliance and reporting them back to the CDMs as well as the Regional Manager to resolve the issue live on the same day, resulting in a lower enquiry and claim rate.
• Proactively reviewing the dashboard to identify issues and resolving them by speaking to couriers and raising any escalations to the Community Delivery Managers (CDMs).
• Proactively reducing possible claims and enquiries by chasing End of Day noncompliance and identifying where parcels are to reconnect back into the network to get to the end customer in a timely manner.
• Raising the above issues with the Community Delivery Managers so they can resolve at root cause.
• Identifying and delivering resolution on trends through collaboration with the performance manager including complaints and compliance related issues arising from issues in Delivery Units or with couriers line with SLA’s.
• Ensure a timely response to any requests from the central CX team where you can support on the ground to find a parcel.

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!