Customer Operations Regional Manager United Kingdom
Job description
At Evri we understand that searching for your first job, your next job, or that big promotion is a huge milestone. Here at Evri we always think about what it’s like to be in your position when making those big decisions. It takes courage to make change happen in your life, and we’re here to help you with that.
We’re here for the first step, the next step, and the big step.
You’re not just a number to us. You’ve got to know you’ll love working here. It’s as important to us as you ‘being the right fit’. We want to help you feel what it’s like to work at Evri, to see the value you can bring to any of our roles, and how we can help you grow. We’re never one-size-fits-all. Our careers are as unique as you are.
Evri is leading the way in creating responsible delivery experiences for everyone, everywhere, and that’s how we approach our talent development. We’re a kind, ambitious and diverse team, always supporting and encouraging each other. Our people are extremely important to our business, without them we wouldn’t be where we are today, striving to do the best for our customers and clients. If you like what you hear, then we’d love you to apply!
As our new Customer Operations Regional Manager in Tyneside you will be responsible for heading a team of Customer Resolution Advisors across out Tyneside, Carlisle and Belfast sites.
You will lead the continual evolution of your team by delivering and embedding new processes to deliver our mission of providing an excellent service to our customers and clients.
Therefore, we are looking for a strong leader & someone who can manage & really motivate a team.
The role has a bit of a twist to your typical Customer service facing role, in that it lies strongly within our operations side of our business. Your stakeholders will therefore include Depot and Delivery managers who you must be able to influence to be able to drive customer experience measures as part of our overall vision.
About the role:
- Full end-to end people management across your team including setting shift patterns, recruitment, absence & development
- Act as 2nd line escalation for customer complaints / concerns within area of responsibility
- Produce data in terms of trends, service weak points and resolution outcomes with recommendations on actions to improve on CSAT scores
- Create and implement a peak plan in line with forecasted volumes and changes in automation when we have seasonal spikes in parcel volume
- Ensure effective resource planning in line with budget and forecast
Skills and qualifications:
- Experience of managing a team
- Strong excel skills
- Background in Customer Service/Operational facing role
- Confident and able to challenge appropriately where needed
- Experience in working within a fast-paced environment
- Able to drive as you will be sharing your time between Tyneside and Carlisle
We encourage flexible working to fit your individual needs, as well as the team’s - that could be from the office, from home or a mixture of both.
At Evri, we know we only grow if our people do too. That’s why we’re committed to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves. We’re on a journey to better represent the customers we serve around the UK. We’re committed to removing barriers and ensure that each person at Evri is valued for who they are, and what they bring to our business.
We are Evri. Where everyone is welcome
We’re excited for the future. Let’s deliver it together.
