Courier Performance Manager - Fixed Term Until End Dec 2021

We have an exciting opportunity for a Courier Performance Manager (internally known as Community Delivery Manager) to co-manage one of our delivery regions on a 4-month fixed term contract. You'll help cover our busy Christmas peak working until 31st December 2021. Why join our Field Delivery 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. Driven by our four values of; Do the right thing, Dare to be different, Strive for more and Be customer obsessed, our vision is to be the carrier of choice for every consumer in the UK. Hermes work with over 80% of the UK's leading high street retailers including ASOS, Boohoo, John Lewis, MissGuided and Next. At Hermes, we lead the way in delivery. We're market leaders and we invest to keep on growing. Our 6000 employees, 33,000 couriers, 5000 ParcelShops and 500 lockers handled over 630 million parcels in 2020 alone. We deliver greatness together. We work together to keep hitting deadlines and breaking records across our 30 strong network of depots and hubs. You'll join a great team at a great time for our business. Because of this, sometimes our self-employed Couriers need a little assistance and that's where our Courier Performance Managers come in. You'll be part and parcel in solving problems for our customers before they become real issues. It's an old cliché but no two days are the same which makes for an exciting and fast paced working environment bringing you both challenge and reward in equal measure. What you'll do: This isn't an easy job and at times you will have to deal with large volumes but at Hermes we act and adapt. Fast. You'll be given the space to get the job done, thinking quickly to hit moving targets. You'll be aligned to one or more of our Delivery Units (that's where couriers go to collect your parcels) as well as being paired up with an existing Community Delivery Manager where you'll act as a point of contact for when our self-employed Couriers have issues or need help and guidance. Think of it as part problem solver and part community hero, keeping our self-employed Couriers motivated and safe. Ensure that all work has been allocated and picked up by our self-employed Couriers and where this may not be the case, find solutions to ensure that our customers' delivery is achieved. Review data to ensure our self-employed Couriers are performing and are on track and where relevant, step in to check if there are any issues and offer appropriate solutions to ensure customer satisfaction. You will be responsible for the engagement of self-employed Couriers working out of several Delivery Units within a set geographical area. You will be the face of recruitment for your delivery units, ensuring you have full coverage for your area and ensuring that self-employed Couriers are welcomed and enjoy a great induction experience. Submit reports and data to continually improve the service we offer. You will be accountable for cost management and budgeting. Monitoring and driving improvement across several performance measures including speed of service, standard/next day delivery, collections, C2C, claims/enquiries and end of life to ensure customer and client satisfaction. Essential skills and experience required: You will already have previous experience of managing a field-based team across multiple sites including, coaching and interviewing/recruiting people and without this we won't be able to consider your application unfortunately. A full UK car driving licence with less than 9 penalty points as you'll drive between sites across your region (up to 1-hour drive approx.) The ability to deal with people and conflict, you will need to be able to think on your feet and come up with solutions to problems. You'll be able to influence and negotiate. You must be highly organised and efficient in being able to prioritise and manage sometimes conflicting problems as they arise. A good geographical knowledge of the local area that you will be responsible for. You will be required to work on a weekend on a rotation basis (usually 1 in 2 with days off in lieu) and must also be available to deal with any major problems/issues outside of the usual 9-5 as and when they arise. You'll set your own hours to manage the workloads of your delivery unit/area. Proficient with Microsoft Office Software such as Word, Outlook, Teams, Excel, PowerPoint etc. What We Can Offer You: We can offer you a competitive salary, pro rata bonus, company car/allowance, up to 26 days annual leave plus bank holidays, 3% contribution into your pension, life assurance and income protection. On top of this, we offer a great range of flexible benefits that aim to provide something for everyone, so whether you want shopping vouchers, insurance or healthcare we've got you covered. This role offers fantastic opportunities for you to climb the career ladder into managerial roles within both the function and wider business. At Hermes, we don't just accept difference - we celebrate it, we support it, we thrive on it and are proud to be an equal opportunities employer. Apply Today If you are ready to develop your career in an empowering, growing yet supportive business then why not join us? Clicking apply is the first step to joining Hermes, where people deliver

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