Client Support Manager
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Job Summary
As a Client Support Manager youll be the key link between Evri and our SME (Small Medium Enterprise) customers making sure they always receive the high-quality service they expect. Reporting into the SME Service and Performance Team Leader youll oversee the daily operational relationship with your client portfolio. From resolving parcel-related issues quickly to leading service improvements and building collaborative relationships across our business youll play a pivotal role in driving customer satisfaction and retention. This is a hands on relationship-driven role where youll need to be proactive commercially aware and always thinking about how to improve the customer journey.
This is a great time to be joining us!We are growing year on year with ambitious plans for future growth and we would love to give you the opportunity to grow with us!
Interested Take a look at the below to understand what youll be doing in your role as Client Support Manager!
- Lead service improvements across SME clients by enhancing collection performance and tackling root causes of service failures.
- Resolve escalations within SLA timelines providing clear and effective communication to clients.
- Visit depots and hubs to strengthen relationships and support operational service improvement initiatives.
- Participate in weekly service reviews monitoring performance identifying risks of churn or volume loss and agreeing corrective actions.
- Spot opportunities for improvement and provide recommendations to Account Managers to strengthen client partnerships.
- Collaborate across business units (Business Accounts Key Business Accounts Small Corporate and Amazon) to deliver consistent service excellence.
- Improve client experience to increase Evris share of shipped volume and strengthen customer loyalty.
- Track and report on KPIs providing insight into service trends and influencing strategic decisions.
- Review parcel journeys and tracking data interpreting results to understand issues and drive resolutions.
Still Interested Great News! We are looking for:
- PC literate with strong Microsoft Office skills and Excel reporting capabilities.
- Full clean driving licence (role involves travel to Evri sites and customer locations).
- 3 years experience in a customer-focused industry ideally in logistics retail or service delivery.
- Strong understanding of depot and contractor operations including route planning and resource allocation.
- Track record of delivering service improvements cost-saving initiatives and efficiency gains.
- Familiar with compliance standards and regulations in logistics including third-party providers.
- Confident communicator who can adapt style to different audiences.
- Strong problem-solver who plans contingencies and follows issues through to resolution.
At Evri we know we only grow if our people do too. Thats why were committed to building a truly inclusive and diverse workplace where everyone can bring and be their whole authentic selves. Were on a journey to better represent the customers we serve around the UK. Were committed to removing barriers and ensure that each person at Evri is valued for who they are and what they bring to our business.
We are Evri. Where everyone is welcome.
Were excited for the future. Lets deliver it together.
About Us
Every parcel every person every place every delivery made for you.
Evri is leading the way in creating responsible delivery experiences for everyone everywhere. And were doing that by offering the most convenient way to send receive and return parcels without costing the earth.
Whether its a customer sending a present to a friend a marketplace trader shipping in bulk or a major retailer such as John Lewis asos or Next weve got it covered. With our team of 30000 couriers thousands of local ParcelShops and a growing network of hubs and depots across the country we safely get parcels from A to everywhere.
And its not just customers and retailers who trust us. Weve won loads of industry awards over the past few years including gongs for IT innovation and our green fleet.
But we wouldnt be the biggest dedicated parcel delivery company in the UK without amazing people. Were a friendly ambitious and diverse bunch united by a passion for delivering the best customer experience. We have great opportunities throughout the business so take a look to see where you might fit in. We cant wait to hear from you.
Our Benefits
50% discount on sending parcels through Evri
Cycle to Work scheme
Company funded Life Assurance
Employee Assistance Programme with free counselling
Retailer discounts
Great career progression
Up to 26 days holiday
Voluntary flexible benefits at discounted corporate rates
Documents
Required Experience:
Manager
Key Skills
- Customer Service
- Client Expectations
- Client Requirements
- Client Support
- Action Plans
- Issue Resolution
- Account Management
- Client Relationships
- Service Delivery
- Client Service
- Client Satisfaction
- Client Management
- Procedures
- Service Level Agreements
- New Clients
