ESSENTIAL SKILLS/ QUALIFICATIONS:

· Analytical when dealing with problems
· Experience within logistics (highly desired)
· Conveys information in a clear, structured and understandable manner
· Good verbal and written communication skills
· Ability to adapt their approach
· Confident working with excel.
To be successful in this role the candidate needs to be flexible in their approach to working hours and think practical in their solution to problems.
*40 Hours per week (9hr days with 1hr unpaid lunch) Start times to be confirmed, mainly between 7am and 10am starts with potential need to be on call one weekend in three (remote on call)

MAIN RESPONSIBILITIES:

· Ensuring suitable courier resource is available to support scheduled services and ad -hoc requirements.
· To provide a single point of contact for the resolution of courier & client issues, ensuring services are provided within agreed timelines and statutory requirements, this will include resolving the issue within the team, escalating to DGM where necessary.
· To engage with members of the public and customers within the Cambridge service provision and achieve all agreed Service performances.
· Support the business in ensuring fleet compliance and service intervals are achieved.

KEY TASKS AND RESPONSIBILITIES:

Working closely with the Depot General Manager the role holder will:
· Provide supporting services to all couriers & subcontractors engaged to provide services on bequest of GSG.
· Work closely with the client to understand their needs – may include face to face/ telephone conversations and email communication, Identify and support practical solutions to ensure these needs are met.
· Take ownership for the service performance being executed on behalf of our customer and maintain and improve upon the agreed SLA.
· Monitor progress of the collection & delivery of customer items via multiple IT platforms.
· Continually look for service improvement by interrogating data provided through multiple systems; identifying issues; working with stakeholders to provide and implement these solutions.
· Accurately produce and submit/present regular updates to customers around GSG services, taking ownership to correct or improve the performance and corrective actions where required.
· Liaise with customers for routine and exceptional events or issues.
· Respond to emails and telephone calls - taking responsibility for escalating problems. This will involve basic problem solving and interrogating data.
· Support the invoicing & payroll process where required.
· To undertake ad hoc projects as required.