Customer Operations Regional Manager

As a business, Hermes is driven by our four values of Do the right thing; Dare to be different, Strive for more and Be Customer Obsessed. We run our business by these values and they are reflected in all of our roles.

This is a great time to be joining us, this year we have hit our highest volumes in history, seeing us process over 3 million parcels in one night alone, and we only expect to get busier as we see the way consumers shop change so dramatically.

As our new Customer Operations Regional Manager you will Work from our busy Dundee depot, managing a team of our Customer Resolution Advisors.

You will lead the continual evolution of your team by continually evolving and embedding new processes to deliver our mission of providing an excellent service to our customers and clients.

Therefore we are looking for somebody who can implement and manage change across a team.

The role has a bit of a twist to your typical Customer service facing role, in that it lies strongly within our operations side of our business. Your stakeholders will therefore include Depot and Delivery managers who you must be able to influence to be able to drive customer experience measures as part of our overall vision.

Some of your key responsibilities will be to;

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 forecastAs the role is so high profile within Hermes, and you will be working with key operational stakeholders, there is a chance for you to build strong relationships with the wider business as well as our customers which in turn leads to strong development opportunities.

As you will be managing your own team of Customer Resolution Advisors, it is vital that you have excellent leadership and management experience.

This is an excellent opportunity to make the role your own, you have the chance to implement real life changes which will overall have a positive impact on our rapidly growing and successful business