Out of Hours - Customer Service Staff

The area of responsibility is the National Courier Operation during the period defined as Out of Hours: 18:00 and 08:00 Monday to Friday, all weekends and Bank Holidays. Working hours will be 45 per week, on a 4-week shift rota basis.

Key responsibilities

1. Every job is taken accurately in accordance with agreed SOP.
2. All bookings are collected and delivered within agreed service levels.
3. ServiceCentres provide adequate resource to ensure service and commercial targets are achieved.
4. All jobs are proactively monitored and where delays occur the customer is informed.
5. Where adequate resource or information is not available this is escalated to your Manager/Supervisor.
6. Use the most efficient courier choice – Back-load couriers always have priority – Reduce Dead Miles & Increase Margin.
7. An accurate hand-over takes place from each ServiceCentre every evening.
8. An accurate hand-back takes place to each ServiceCentre the following morning.