Lead Envoy (7363)

About the role

Responsible for supporting the Operations Manager (OM) in the Service Quality delivery for customers within the defined territory. Support HM to deliver key performance metrics through clear objectives. Partner with all relevant stakeholders to drive exceptional delivery service. Optimize deployment of branch fleet to improve efficiencies whilst operating in line with strategic goals.

Responsibilities

• Ensure all colleagues are appropriately supported and aware of their responsibilities on a day-to-day basis.
• Ensure the effective and safe on-time-in-full delivery of goods using route optimization software (Maxoptra).
• Oversee or communicate to OM to ensure returns are completed as necessary.
• Parcel Force collections actioned and any goods in deliveries/directs are communicated to OM.
• Keep all areas of the branch clean and well-maintained.
• Responsible for the day-to-day maintenance of a safe working environment.
• Identify and report accidents and near misses to the OM.
• Work with IMS Co-ordinators, Sales and Customer Service teams to reduce IMS stockouts, communicating any customer needs or feedback to the relevant stakeholders.
• Support the Operations Manager with any reasonable management requests.
• Support Customer Envoys with the guidance and expertise.

Additional Responsibilities

• Deliver parcels and handle returns within a specific geographical area.
• Load, unload, prepare and operate a delivery vehicle.
• Identify and visit new customers whilst increasing existing customer spend.
• Work closely with the Sales team to identify and progress opportunities.

What are we looking for?

• A passion for delivering the best customer service.
• Confident in ability to learn new systems with a reasonable level of computer literacy.
• Driving license is essential.
• Delivery and customer service experience.

What's in it for you?

• Competitive annual leave allowance with annual purchase scheme.
• Group Personal Pension.
• Company Funded Healthcare Cash Plan.
• Company bonus.
• Cycle to work scheme.
• Commitment to employee development plans.
• 24/7 Wellbeing and Employee Support.
• Other benefits include: Company Sick Pay, Company Maternity & Paternity Pay, Discount Benefits Platform and Discounted Cromwell Products.