Hermes Parcelnet

  • Operations Support Operative

    Town/City Dunstable
    Posted Date 1 month ago(27/04/2018 11:29)
    Job ID
    2018-6750
    Number of Positions
    1
    Department
    Field Team
  • Overview

    About Us

     

    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!

    Responsibilities

    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

    Qualifications

    About you:

     

    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
    • Quick Learner
    • Ability to work independently and within a team,
    • Full UK driving license
    • First class organizational skill

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