Hermes Parcelnet

  • Assistant Head of Courier Services

    Town/City National
    Posted Date 3 months ago(09/02/2018 17:17)
    Job ID
    Number of Positions
    Field Team
  • Overview

    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!


    How it feels to work for us:

    Here at Hermes, we empower each individual with both the responsibility to make critical decisions and to explore new ideas to achieve the best performance.

    The biggest thing we are proud of is that our people care. We want you to make a positive difference to our customer’s experience, because in every job at Hermes, you will and you can add value.


    To support the Head of Courier Service, and deputise in their absence,  in leading the courier function, focusing on its USP and to provide significant operational knowledge and in-depth expertise that will increase the effective delivery of the courier service across the network in terms of quality, performance, budget compliance and experience measures. 


    Key Responsibilities will include:


    • To achieve courier performance, H&S, quality, cost, budget, compliance and experience goals.
    • To deliver a positive customer experience through a highly motivated and professional team.
    • To lead and communicate effectively with the field team of over 300 managers, across 27 operational regions and 5 divisions in Great Britain and Northern Ireland. Set targets, lead the team, communicate business priorities and be the voice of the field team within the business.
    • Identify and develop talent by providing training, assigning projects and facilitating secondments and training.
    • Assist the head of courier service in taking budgetary responsibility for courier pay and Field team costs, totalling complex legacy of payment rates. Monitor rate per hour by exception and set parameters for the team to conduct local pay negotiations with individual couriers.
    • Drive recruitment of self- employed couriers in an increasingly competitive market, including an annual mass recruitment campaign for seasonal peak. Identify and tackle causes of courier turnover ,with a particular focus on using pay rates,  round structure, contractor support and targeted recruitment initiatives to tackle recruitment hotspots.
    • Ensure compliance and streamline the on-boarding of 300 to 1,000 new couriers per month, ensuring interviews and screening are completed, contracts are signed and recorded, training standards are met, the right equipment and stationery is provided and “loadings” information is supplied promptly and accurately to the administration team.
    • Support the Head of Courier Services to deliver a controlled and informative two way communication plan including social media, in-house “couriers online” website and hard-copy publications to engage and motivate the workforce of over 12,000 self- employed Couriers.
    • Develop the operating model to introduce competitive new products and services in an ever changing and fast paced environment.
    • Build relationships with colleagues in Customer Services and Security teams to champion courier compliance. Support in devising and implementing policies to reduce enquiries, damages, claims and fraud, by empowering the Field Team to retrain or proactively withdraw service from non-compliant Couriers, identify root causes of non-compliant deliveries and raise the level of service through continuous improvement.
    • Participate within, and deputise in the absence of the Head of Courier Service in chairing the Courier Council, upholding legal standards to safeguard the self-employed status of Couriers as the USP of the business, identifying and mitigating associated business risks.
    • Understand and challenge performance standards across the network (particularly in 27 depots and 300+ sub-depots), for the benefit of Courier Service. Build strong relationships with operational colleagues and contribute to the weekly service calls and trading review meetings.
    • To support and develop the use of MI, including reporting and action plans for improvements and compliance.
    • To improve courier quality by driving forward compliance to agreed service levels, planning, costs, improvements and communication.
    • To provide inspirational leadership to the field teams, ensuring all individuals and teams are engaged, motivated, and committed to operate as a high performance and fully accountable team.
    • To be a ‘hands-on’ implementer of actions and processes and roll out any company developments.
    • To act as the operational trouble-shooter responsible for identifying issues and solutions within the courier network.
    • To proactively engage with clients in operational account management including such activity as regular client interaction, attendance at Hermes and client meetings/premises, all aimed at inclusion and enhancing relationships and ultimately the service and satisfaction of the clients.


    You will have the passion, drive and confidence to work cross functionally across the division as part of a growing team.


    Essential Skills for the role:



    • Extensive knowledge of operational processes and practices, particularly Courier operations.
    • Full current driving licence.
    • Operational management experience gained within a similar environment.
    • Experience of cross functional working.
    • Previous involvement in project work, preferably as the primary point of contact.
    • Proven ability to build business knowledge and translate into working processes and procedures.
    • Working knowledge of systems used within Hermes, particularly Pulse.
    • Must be able to work on own initiative in a pressurised environment.
    • PC Literate with a working knowledge of Microsoft office.
    • Understanding of the Courier self-employed status
    • Good communicator who is able to influence/ convince at all levels.
    • Numerate self-starter.
    • Flexible approach to work.
    • Willing to travel and stay away from home as required.



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