An excellent opportunity to be part of a great team environment in a rapidly growing business.

Reporting to the Service Delivery Front Line Manager, you will be responsible for providing a cost effective, reliable, efficient, and sustainable delivery service meeting the customers’ needs and in line with the company’s profit margin objectives.

Working Hours – Monday to Friday 1030am - 1900hrs ( Day's )

Role

Job allocation and planning of resource with route optimizer to achieve required response times to ensure Customer Satisfaction
Providing an excellent service by meeting on-time deliveries/time windows and all customer specific delivery SLA’s with efficient planning.
Develop and maintain good relationships with all drivers that encourages constant 2-way communication
To respond appropriately and professionally to all customer and driver requests/correspondence
Proactively communicate with Customer and drivers during end-to-end process of our service provision through progress chasing
Full ownership of customer charging and driver costing, negotiations, supplier charge process’
Handling of Customer Complaints
Identify all recruitment needs for your specific area of focus
Manage driver fleet on performance of collection/delivery times and live reporting of data on driver app

Responsibilities and duties include (but not exclusive to):

To deliver an excellent service through effective allocation of jobs to drivers and a high standard of customer service to all customers
First point of contact for all customers within the service delivery team
Maximise profitability of all drivers/jobs/accounts under your ownership
Ensure driver compliance with driver app
Answering driver and customer calls
Manage customer service inbox and respond to all customer bookings, quotes and enquiries in a professional manner and in line with business standards
Ensure customers are proactively advised of collection and delivery delays/issues
Processing of invoice queries, invoicing preparation and driver discrepancy processes
Management of driver fleet, CX driver and third parties

Using Margin and Service Performance reporting functions to identify and drive ‘Continuous Improvement’ on your area
Full ownership, autonomy and accountability of your allocated area in service, cost and performance.

Applicant Criteria

Strong work ethic giving full attention to detail and accuracy
Able to solve problems with minimal supervision
Be able to demonstrate a strong customer focus in a fast-paced environment.
Excellent customer service skills with rapport building abilities

Excellent communication skills especially a high standard of telephone etiquette
Strong administration skills
Willingness to be flexible
Excellent interpersonal skills , with willingness to co-operate and work effectively as part of a team
Previous customer service experience is essential
Able to identify issues, problems and opportunities and able to practically resolve and implement corrective action as appropriate.
Generates enthusiasm and has a positive attitude to change.
Able to work on your own initiative and prioritise workloads
Work allocation/planning experience desired
Industry experience desired

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