Job Summary
The role provides a high level of support to the Control and operations at the Regional Control Centre, ensuring a high level of customer service from booking to completion. This position ensures the service provided meets the standards agreed by the Company with its customers. You will always maintain and develop the Sameday operation in line with the changing demands of the business ensuring that all work undertaken adheres to Company policies and procedures.
Responsibilities and Duties
· Allocation of bookings to Couriers in a fair and transparent manner, and an understanding of the parameters surrounding self-employed status.
· Understanding that excellent customer service is paramount to our brand and the service we aim to deliver.
· Migrating bookings where applicable through the Courier Alliance platform.
· Taking bookings accurately and advising clients of our services.
· Providing relevant levels of resource to the OOH team to achieve SLAs during OOH.
· Implementing and maintaining Service Level Agreements (both client and branch specific).
· Proactively trace and track consignments through to POD and completion, keeping clients and fellow employees informed of any delays or issue.
· The proactive monitoring and forward planning of fleet levels and courier documentation to remain compliant.
· Ensures dockets are input correctly and in a timely manner, reducing courier and client queries and credit notes.
· Ensure all jobs are collected and delivered with agreed timescales.
· Client operational queries are dealt with effectively and promptly and the client is made fully aware of the outcome.
· All relevant and overnight and international consignment information and communication is entered onto the system.
· Courier invoice queries are dealt with effectively and promptly with minimal complaints.
· Ensuring compliance with the Company’s Business Code of Conduct, specifically; adhering to and observing Company ethics and appropriate standard of behaviour expected by employees and third parties, reporting any concerns promptly through the correct channels.
Preferred Skills & Experience
Has a background in Logistics services, particularly in the Sameday courier and spare part supply chain environment and has a knowledge of the IT sector and technology vendors.
Has a proven track record of working with contractors and managing third parties in line with KPI’s and SLA’s (an understanding of IR35 would be advantageous)
Can demonstrate skills and qualifications in, Decision Making, Strategic Planning and Customer Service