Hermes – Operations

  • Carlisle
  • £32,000-37,000 per year
  • Permanent
  • Full-time
As a business Hermes is driven by our four values of Do the right thing, Dare to be different, Strive for more, Be Customer Obsessed. We run our business by these values and they are reflected in all our roles, see below how you will embody them as a Customer Operations Regional Manager. This is a great time to be joining us, we’ve grown year on year and we have plans in place for future growth which give you the opportunity to grow with us. As a Customer Operations Regional Manager, you will work from the depot to implement the Customer Operations Strategy, you will ensure customer enquiries are dealt with in line with SLA’s and KPI’s are achieved. As part of this, you will manage a team of Customer Resolution Officers and facilitate and establish root causes of complaints accordingly so that central functions and operational functions can be managed to improve the end customer experience. You will build relationships on a local level with regional and operational stakeholders so that customer enquiries are resolved, and lessons learnt to prevent reoccurrences. You will also; Act as 2nd line escalation for customer complaints / concerns within area of responsibility Produce data in terms of trends, service weak points and resolution outcomes with recommendations on actions to improve Fulfil audit obligations in area of responsibility as prescribed by the Head of Customer Operations Visit customers where appropriate to ensure the best resolution to their complaints should the need arise through escalated concerns Lead and manage a team of Customer Resolution Advisors through day to day contact, team meetings and 121’s Create and implement a peak plan in line with forecasted volumes and changes in automation Ensure effective resource planning in line with budget and forecast This role is very high profile within Hermes and you will be exposed to several stakeholders within our business, which leads to strong development opportunities, this means that you will have the ability to build strong relationships with the wider business as well as our customers. You will manage a small team, therefore leadership and management experience are essential So what can we offer you? You have the potential to earn up to 2k in annual bonus. We will contribute 3% into your pension and 26 days holiday. On top of this, we offer a great range of flexible benefits that aim to provide something for everyone, so whether you want a discount with a retailer, insurance for your new gadget, or a cash back health care scheme that can include an online GP service, we’re sure we’ve got something for you. As well as great benefits we can also provide you with the opportunity to further your career with vocational qualifications and in-house training. Hermes isn’t just about parcels; it’s about people and being part of a team. Building those key relationships internally and externally, delivering an excellent customer service experience. If you are self-motivated, thrive on daily challenges and enjoy working as part of a team, we want you to be part of Hermes

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