Service Delivery Co-ordinator

An excellent opportunity to be part of a great team environment in a rapidly growing business.
 
Reporting to the Service Delivery Front Line Manager, you will be responsible for providing a cost effective, reliable, efficient, and sustainable delivery service meeting the customers’ needs and in line with the company’s profit margin objectives.
 
Working Hours – Monday to Friday 1030am - 1900hrs ( Day's ) 
 
Role
 

• Job allocation and planning of resource with route optimizer to achieve required response times to ensure Customer Satisfaction
• Providing an excellent service by meeting on-time deliveries/time windows and all customer specific delivery SLA’s with efficient planning.
• Develop and maintain good relationships with all drivers that encourages constant 2-way communication
• To respond appropriately and professionally to all customer and driver requests/correspondence
• Proactively communicate with Customer and drivers during end-to-end process of our service provision through progress chasing
• Full ownership of customer charging and driver costing, negotiations, supplier charge process’
• Handling of Customer Complaints
• Identify all recruitment needs for your specific area of focus
• Manage driver fleet on performance of collection/delivery times and live reporting of data on driver app

 
Responsibilities and duties include (but not exclusive to):
 

• To deliver an excellent service through effective allocation of jobs to drivers and a high standard of customer service to all customers
• First point of contact for all customers within the service delivery team
• Maximise profitability of all drivers/jobs/accounts under your ownership
• Ensure driver compliance with driver app
• Answering driver and customer calls
• Manage customer service inbox and respond to all customer bookings, quotes and enquiries in a professional manner and in line with business standards
• Ensure customers are proactively advised of collection and delivery delays/issues
• Processing of invoice queries, invoicing preparation and driver discrepancy processes
• Management of driver fleet, CX driver and third parties

• Using Margin and Service Performance reporting functions to identify and drive ‘Continuous Improvement’ on your area
• Full ownership, autonomy and accountability of your allocated area in service, cost and performance.

Applicant Criteria

• Strong work ethic giving full attention to detail and accuracy
• Able to solve problems with minimal supervision
• Be able to demonstrate a strong customer focus in a fast-paced environment.
• Excellent customer service skills with rapport building abilities 

• Excellent communication skills especially a high standard of telephone etiquette
• Strong administration skills
• Willingness to be flexible
• Excellent interpersonal skills , with willingness to co-operate and work effectively as part of a team
• Previous customer service experience is essential
• Able to identify issues, problems and opportunities and able to practically resolve and implement corrective action as appropriate.
• Generates enthusiasm and has a positive attitude to change.
• Able to work on your own initiative and prioritise workloads
• Work allocation/planning experience desired
• Industry experience desired