Hermes Jobs – Delivery Manager In Glasgow, UK

Overview

Position Title: Delivery Manager

Company: Hermes

Location: Glasgow, UK

Job Description:

Driven by our four values of; Do the right thing, Dare to be different, Strive for more and Be customer obsessed, our vision is to be the carrier of choice for every consumer in the UK. Hermes work with over 80% of the UK’s leading high street retailers including ASOS, Boohoo, John Lewis, MissGuided and Next.

At Hermes, we lead the way in delivery. We’re market leaders and we invest to keep on growing. Our 6000 employees, 33,000 couriers, 5000 ParcelShops and 500 lockers handled over 630 million parcels in 2020 alone.

We deliver greatness together. We work together to keep hitting deadlines and breaking records across our 30 strong network of depots and hubs. You’ll join a great team at a great time for our business.

Because of this, sometimes our self-employed Couriers need a little assistance and that’s where our Delivery Managers come in. You’ll be part and parcel in solving problems for our customers before they become real issues. It’s an old cliché but no two days are the same which makes for an exciting and fast paced working environment bringing you both challenge and reward in equal measure.

Responsibilities:

• Monitoring and driving improvement across several performance measures including speed of service, standard/next day delivery, collections, C2C, claims/enquiries and end of life to ensure customer and client satisfaction.
• Ensure that all work has been allocated and picked up by our self-employed Couriers and where this may not be the case, find solutions to ensure that our customers’ delivery is achieved.
• You will be responsible for the engagement of self-employed Couriers working out of several Delivery Units within a set geographical area.
• Review data to ensure our self-employed Couriers are performing and are on track and where relevant, step in to check if there are any issues and offer appropriate solutions to ensure customer satisfaction.
• Act as a point of contact for when our self-employed Couriers have issues or need help and guidance. Think of it as part problem solver and part community hero, keeping our self-employed Couriers motivated and safe.
• You will be the face of recruitment for your delivery units, ensuring you have full coverage for your area and ensuring that self-employed Couriers are welcomed and enjoy a great induction experience.
• You will be accountable for cost management and budgeting.
• Submit reports and data to continually improve the service we offer.

Requirements:

• A full UK car driving licence with less than 6 penalty points as you’ll drive between sites across your region (up to 1 hour drive approx.)
• You must be highly organised and efficient in being able to prioritise and manage sometimes conflicting problems as they arise.
• A good geographical knowledge of the local area that you will be responsible for.
• Proficient with Microsoft Office Software such as Word, Outlook, Teams, Excel, PowerPoint etc.
• You will already have previous experience of managing a field-based team across multiple sites including, coaching and interviewing/recruiting people and without this we won’t be able to consider your application unfortunately.
• The ability to deal with people and conflict, you will need to be able to think on your feet and come up with solutions to problems. You’ll be able to influence and negotiate.
• You will be required to work on a weekend on a rotation basis (usually 1 in 2 with days off in lieu) and must also be available to deal with any major problems/issues outside of the usual 9-5 as and when they arise. You’ll set your own hours to manage the workloads of your delivery unit/area.