Hermes Parcelnet Operations Support Operative in Gatwick, United Kingdom
The UK's largest home delivery courier network, Hermes will deliver more than 260 million parcels this year on behalf of the biggest names in retail and our network of over 14,500 hard working lifestyle Couriers make this happen providing a high quality doorstep service. We employ over 2,500 people; delivering parcels to over 190 countries.
We have grown in excess of 15% each year over the past 5 years with even bigger ambitions for the future - there has never been a more exciting time to join us!
About the role:
You will be the front line ambassador in issue resolution and recovering situations. Working with the field team and couriers in order to deal with all escalations/ enquires in a professional and timely manner the role holder will be responsible for increasing courier and client engagement. The position holder will also aid in the field team system reporting and day to day operations
You'll have accountability for specific tasks such as:
Ensuring professional and accurate investigation data is provided back on pending enquiries to assist end customers and clients resolving delivery issues Dealing with all enquires / escalations within 48 hours.
Clearing down the pending enquiry queue within SLA Providing Excellent Customer Service at all times.
Dealing with all courier’s and contractors respectfully and in line with the code of conduct
Assisting the field team with any operations and administrative tasks
Working with customer service to ensure a quick and informative resolution to all enquires
You will have the passion, drive and confidence to work cross functionally across the region as part of a growing team.
Essential Skills for the role:
Customer Service / operational experience in a similar environment
Flexible and adaptable approach
Works well under pressure
Helpful attitude and approach
Ability to work independently and within a team,
Full UK driving license
First class organizational skill
External Company Name: Hermes Parcelnet Ltd.
External Company URL: http://www.hermes-europe.co.uk/