Award winning Hermes is the largest UK courier delivery service projected to handle 251 million parcels this year. We employ over 2,000 people, have over 12,000 self-employed couriers and deliver 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!
Reporting to the Inbound Process Manager the UP Operative will be responsible for delighting the internal and external customer in resolving the issues of undelivered parcels that are returned back to the depots by the courier that need further action. This is a dual role, resolving queries and customers by telephone and emails to physically scanning and relabeling in the warehouse.
Ensure a timely response to email queries from customers and customer service ie :Address queries,
Manage and deal with damaged parcels and take necessary action as necessary ie re order, return to customer.
Action to a satisfactory level of all C2C emails within the timelines as agreed to ensure all issues and resolved.
Ensure that the CRM process is followed and that all information is updated as to requirements.
Provide daily UP end of day figures info taken from the Q
Relocate Light and Large parcels that have been returned from couriers.
Re labelling parcels once the parcels have been processed via the Q Pulse
Identify parcels for next day deliver from the ‘ cage’
Relocate parcels which come in to the depot which our system hasn’t picked the barcode or the customer has entered the details incorrectly, this is known as ‘999’ parcels
Demonstrative customer service skills with must and can do attitude to ensure that customers and key stakeholders queries and issues are resolved.
Has preference for working well under pressure and to tight deadlines
Competent and confident telephone skills working with all levels, customers and key stakeholders
Excellent investigatory and gathering Information skills.
Preference of problem solving and resolving issues
Can demonstrate working on own initiative and priortising work.
Flexible approach to work
Previous clerical experience
Working knowledge of Microsoft Word and Excel