Hermes Parcelnet

  • Outsourcing Contract Manager

    Town/City Morley
    Posted Date 4 months ago(14/02/2018 16:39)
    Job ID
    Number of Positions
    Customer Service
  • Overview

    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!


    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.


    The main purpose of this role is to manage and co-ordinate our key strategic relationship with our third party Customer Service supplier.  The role will report directly to the Head of Contact Centres.


    Key Responsibilities:


    • Responsible for contract management day to day and provide relationship management on behalf of Customer Service Operations Team.
    • Provide detailed analysis of contractual performance and provide informed reporting to the Customer Operations leadership team to support decision making in relation to the management of contracting issues and performance.
    • Be responsible for intraday management of the contract, relationships and the associated performance and benefits reporting as well as issue resolution and problem solving.
    • Support in the delivery of an outsourcing model in Customer Service this will involve working closely with internal stakeholders to ensure their performance and reporting needs are met and the contract is delivering the benefits required for the business.
    • Manage Outsourcing Support Manager, and two contract quality managers to ensure Customer Experience is at the heart of all decision making and conversations.



    Essential requirement

    • Experience of managing and co-ordinating daily activities with suppliers and 3rd party vendors, preferably Customer Service relationships.
    • Strong relationship management experience, driving commercial value and performance through major contracts
    • Experience of managing contracts, developing SLA / KPI’s and managing 3rd party suppliers
    • Available, and willing to travel overseas as part of this role.


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