Delivery Management Advisor (Logistics)

TL;DR

Delivery Management Advisor (Logistics): Managing the order and delivery process for car leasing customers with an accent on dealer liaison and driver experience. Focus on meeting delivery targets, resolving complaints, and ensuring high first-contact resolution (FCR) rates.

Location: Hybrid: at least three days per week (60%) at the Watford office; new starters are required to be in the office 5 days a week during the training period.

Salary: £31,380

Company

An award-winning car leasing company part of hirify.global, providing tax-efficient car benefit schemes and sustainable mobility solutions.

What you will do

• Coordinate car deliveries by liaising between dealers and drivers to manage expectations.
• Manage all inbound and outbound interactions, owning tasks from initiation through to completion.
• Maintain internal and external systems to ensure all information is accurate and up to date.
• Resolve complex enquiries and complaints to achieve high First Contact Resolution (FCR).
• Monitor and strive to exceed key performance indicators (KPIs) and service level agreements (SLAs).
• Support team training and handle bespoke ad hoc tasks allocated by management.

Requirements

• Experience managing end-to-end customer interactions and proactively chasing responses.
• Ability to communicate professionally and deliver difficult messages clearly.
• Proven track record of taking accountability for service delivery and meeting KPIs/SLAs.
• Strong organisational and time management skills.
• Confidence in handling conflict and resolving difficult enquiries.

Culture & Benefits

• Generous pension contribution of up to 15%.
• Annual performance-related bonus and share schemes including free shares.
• 22 days of holiday plus bank holidays.
• Inclusive environment with dedicated wellbeing and diversity initiatives.
• Flexible working options regarding the timing of worked hours.