Hermes Parcelnet

  • CS Senior Client Support Advisor

    Town/City Morley
    Posted Date 3 months ago(09/03/2018 14:29)
    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.


    What you are responsible for


    • To manage and resolve queries sent by the Client managers to support them and their clients, with a high emphasis (but not limited to) claims related enquiries.
    • Analyse client CVD data to measure and reduce avoidable claim submissions.
    • Contribute and lead conference calls when required with clients and complete all agreed actions
    • Provide telephone and onsite training to new and existing clients
    • Control and update all client specific information for related to claims.
    • Provide onsite support for clients where required
    • Own all month end claims processes, ensuring correct client data is supplied to Hermes Departments and Clients.
    • Oversee claims challenges and ensure that clients are fully educated, and relevant feedback given to CS departments to ensure a continued reduction in unnecessary challenges.
    • Any other ad hoc duties to support our clients


    What essential knowledge, experience, skills, qualifications are needed for the role to be effective?


    • Proven track record of success within a Contact Centre
    • Knowledge of our end to end client claims procedures
    • The ability to meet the challenging demands of the Client providing distinctive Customer Service
    • Concern for detail and the ability to analyse data
    • Excellent leadership skills along with experience of managing and developing a team
    • Highly self-motivated
    • Experience of a bespoke retail / client environment preferable
    • A drive and enthusiasm to achieve success is very important


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