We understand how hectic life can be sometimes. Whether you need that outfit for a special occasion or waiting to receive a gift from a loved one, Hermes is here to make your life simpler. We provide a range of flexible and affordable parcel delivery solutions whether it's to your home, work address, local ParcelShop or via click and collect. Our mission is to offer a fantastic customer experience, with choice and convenience to suit our demanding lifestyles - and Hermes strives to continue to offer its customers the best value.
That's why having a committed and dedicated team is so important; we believe in what we do and the difference our hard work makes to online shoppers both in the UK and Internationally.
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.
The Compliance Manager role is accountable for driving improvements to achieve regional service and compliance targets through robust analysis of courier performance on speed of service, HCEM (Hermes Customer Experience Monitor) & ETA (Estimated Time of Arrival). You'll have accountability for specific tasks as agreed with the Regional Compliance Manager such as reviewing MI reports and contacting couriers that are not achieving required levels of service and compliance, liaising with field managers to review courier capabilities and ensure the field team carry out effective courier improvement training sessions.
Our clients are extremely important to us and the service we delivery is key to our success. On occasion there are queries that the helpdesk cannot resolve so as Compliance Manager, you will support client queries to resolution, drive ETA performance to achieve targets and service level and support the field management team by identifying couriers who are not performing to the required levels.
Key responsibilities are:
- Responsible for achieving ETA targets for the region.
- Responsibility for achieving HCEM targets for the region.
- Responsible for issuing of service improvement strikes to couriers.
- Responsible for using and communicating the MI data daily/weekly for the region to improve service and compliance.
- Support the network with best practice training.
The ideal candidate will be an analytical thinker with good understanding of Excel, Word and Powerpoint and be able to create spread sheets and pivot tables. Communication is key to this role so strong presentation skills are essential as well as being an effective communicator at all levels with the ability to influence. You'll be able to demonstrate good problem solving skills, plan effective contingencies and solutions.
Hermes isn't just about parcels, it's about people. Building those key relationships, delivering excellent customer service and leading, supporting and motivating teams are the attributes we are looking for to support our growing business.
This job was originally posted as www.jobsite.co.uk/job/959341822