Overview

Position Title:Customer Resolution Advisor

Company:Hermes

Location:Nottingham, UK

Job Description:

The purpose of the Transport Co-ordinatoris to support the Transport, Night shift and Compliance Managers within the transport operational running of the site. You will be lead person on the night shift and will be responsible to ensure you are working with our driver teams to ensure a timely dispatch and conduct effective driver briefs and debriefs and support the management of safety and legal compliance.

Responsibilities:

  • Investigate queries, identifying the location of parcels, contacting our couriers for updates and where necessary feeding back to client or customer
  • Prioritise and clear the UP queue having contacted Clients and Customers to establish correct addresses / label / packaging issues so that they can be segregated for return to sender or re-sending to the customer
  • Work with Compliance Managers to ensure business rules and criteria for courier compliance is applied when parcels are incorrectly scanned as delivered/returned to depot
  • Conduct thorough depot searches to locate missing parcels ensuring CRM enquiries are fully resolved within SLA and customers/clients updated accordingly
  • Conduct thorough investigation of all undelivered parcels to ensure compliance and full resolution to the end customer.
  • Ensure a timely response to email queries from customer service i.e. addresses queries/delivery disputed within an agreed SLA of 4 hours

About Hermes

The Hermes journey began in 1974 as Grattan Mail Order in Bradford. We’ve grown over the years, with an increasing number of hubs and depots across the country, a constantly expanding number of ParcelShops and a growing friendly, local courier network. In 2009, we launched our customer to customer business offering a cheaper, easier, faster way to send parcels. Since the launch, we’ve added lots of extra services, including international delivery, print in-store devices in our ParcelShops, safe place photos and renewable energy fuelled vehicles.