Community Delivery Manager

  • Job Reference: 787290
  • Date Posted: 2 August 2022
  • Employer: Hermes Parcelnet Ltd
  • Website:
  • Location: Dundee, Angus
  • Salary: £30,450 to £34,500
  • Bonus/Benefits: £30,450 - £34,500 + Car or Car Allowance £4,500 + Bonus + Benefits
  • Sector: Transport & Logistics
  • Job Type: Full Time

Job Description

The purpose of this role is to ensure that the customer and clients are the primary focus in the Final Mile of the parcel journey. The Community Delivery Manager is responsible for final mile performance across delivery unit's through the engagement of self-employed and SE+ couriers. This role drives continuous performance through successful capacity management and round coverage.

You will be accountable for:

  • Continuous Improvement using key reports and MI to drive service improvement with self-employed and SE+ couriers in the final mile of the parcel journey.
  • Measuring and driving improvement across a number of performance measures including Speed of Service, Standard, Next Day, Next Director, Collections, C2C, Claims / Enquiries and End of Life that ensure customer and client satisfaction.
  • Keeping enquiries to a minimum by driving an exceptional customer experience through successful courier engagement, communication and retention.
  • Capacity Management, namely ensuring the successful coverage of rounds through the interviewing, selecting and onboarding of couriers.
  • Building up courier and round coverage to minimise business risk and ensure that all requirements are continually met.
  • Motivating and engaging self-employed couriers to ensure a high standard of customer service between the courier and end customer that will improve overall customer and client satisfaction.
  • Cost leadership and driving financial control through cost control of courier fees and ad-hoc payments and asset management.
  • Ensure the timely resolution of customer concerns by working with self-employed couriers and customer service agents to improve customer satisfaction and experience.
  • Responsible for managing the relationship with the delivery unit to ensure a high quality of service is delivered to both couriers and customers.
  • Ensuring safe Health and Safety practices are in place and any failure to adhere to Code of Conduct is identified and resolved in a timely manner.

To be successful in this role you will require the following


  • Current UK Driving licence

Knowledge & Experience:

  • Previous experience of coaching, supporting and motivating colleagues
  • Problem solving and planning effective contingencies and solutions

Technical & People Skills:

  • Customer Focused approach
  • Competent negotiation skills
  • Ability to adapt to different styles and behaviours