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Contractor Support Manager East

Hermes
Job LocationPeterborough
EducationNot Mentioned
Salary£32,000 per annum
IndustryNot Mentioned
Functional AreaNot Mentioned
Job TypePermanent, full-time

Job Description

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 our roles, particularly within our Contractor Support Manager role.Job purpose:The Contractor Support Manager (East) is responsible for ensuring that all aspects of delivery, collection and contractor business compliance is met and in-line with both our business objectives and legal requirements.Working alongside the Contractor Compliance Manager, Divisional Contractor Managers, Field Team, Depot and Hub Compliance Teams, you will identify areas of non-compliance and set out both a structured plan for improvements and measurable targets to improve poor compliance and increase our customer experience.About the role:

  • Managing the day to day performance of contractors, through daily communication and analysing performance reports and data to identify areas of non-compliance
  • Targeting poor performance from depots, sub depots, hubs and Contractors and influencing change to enhance our overall compliance and customer experience
  • Creating an ethos that dictates our Contractors need to strive to be the best, by instilling our delivery standards and company vision
  • Through weekly and monthly service reviews, you will ensure our Contractors are meeting our delivery standards and through regular audits, ensure they are working in-line with legal requirements
  • You will hold overall responsibility for meeting and achieving customer and Contractor service and compliance targets including: speed of service, standard and next day delivery, Next Directory, collections, claims/enquiries, estimated time of arrive, CSAT etc
  • Holding weekly and monthly service review meetings with Divisional Contractor Managers and Contractors to ensure continual improvements are made across the Contractor network
  • Working in collaboration with the Divisional Contractor Managers, ensuring that new Contractors are implemented, onboarded and trained to the required levels and in line with the onboarding framework to ensure optimum performance level
  • Working with Divisional Contractor Managers, who will provide contingency solutions for implementation to replace rounds that continually fail to improve or a full solution where a Contractor is unable to improve service to the required standard
  • To continually assess the Contractor Network Compliance scores to ensure it meets our clients and end customer demand
  • Attend and partake in daily, weekly, monthly and quarterly cyclical activities within the Contractor Function including; daily end of day report, weekly service calls with the Assistant Head of Contractors, service updates, monthly service reviews, weekly depot visits to influence compliance improvements, monthly Contractor Team meetings to present on regional, divisional and network compliance performance YTD along with actions and any other activities as required
    • Requirements:
  • A full driving licence is essential
  • Advanced in understanding of Management Information and Excel spreadsheets, in addition to full MS office suite
  • Level 5 Management Qualification or equivalent is preferable
  • Previous people management experience with a focus on relationship management
  • Strong commercial acumen
  • Ability to effectively manage a high volume of information, prioritise assignments and maintain composure under pressure
  • Excellent communication skills; both written and oral
  • Highly effective influencing skills
  • Ability to problem solve and plan effective contingencies and solutions
  • Competent negotiation skills
  • Ability to understand cost controls, data reports, MI and KPI metrics and make sound, solid decisions based on the information to drive service and KPI achievements
  • Ability to assess the impact and relevance of issues and articulate them in a clear and precise manner whilst ensuring a commercial approach is maintained
  • Able build relationships with a number of stakeholders (internal and external) at differing levels within the Contractor Team, Operations Team and Support Functions, in addition to the Third-Party Contractors, but also able to challenge effectively and professionally where required.
    • Benefits:We can offer you a competitive salary, company car, bonus (up to £6,000) and 26 days annual leave plus bank holidays. We will contribute 3% into your pension, give you peace of mind through life assurance and provide income protection cover. On top of this, we offer a great range of flexible benefits that aim to provide something for everyone, so whether you want a discount with a retailer, insurance for your new gadget, or a cash back health care scheme that can include an online GP service, we’re sure we’ve got something for you.“To all recruitment agencies: Hermes does not accept agency resumes. Please do not forward resumes to our jobs alias, Hermes employees or any other organisation location. Hermes is not responsible for any fees related to unsolicited resumes.”

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