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Career Opportunity: Customer Experience Administrator

customer experience administrator for parcel delivery sector

Career Opportunity: Customer Experience Administrator



Hours: 40 hours per week


Salary: Competitive


Working Hours: 9am to 5:30pm Monday to Friday


Reporting To: Customer Experience Director


Summary of Expectations:

As a member of the Customer Experience team you will be responsible for maintaining customer satisfaction through a variety of functions, including reporting, liaising with carriers and process management.
You will be dealing with queries from both our customers and internal departments around parcel delivery and customer satisfaction. The role is to provide administration support and customer focused query resolution via a centrally managed mailbox as well as internal and external systems.
To excel in this role you will have a strong customer focus, combined with a good knowledge of data manipulation, as well as the ability to work to tight timelines with accuracy.
You will also be able to multi-task to provide support for various departments including Sales Administration, Customer Services and the Warehouse Team. An ability to use your own initiative to resolve queries and go the extra mile to provide an excellent customer experience will set you apart in this role.

Main Job and responsibilities:

– Offsite Customer Collections Management
– Arranging new collections or injection slots for new and existing customers
– Managing changes to schedules including customer communication
– Managing late and failed customer collections by carriers

Various Carrier SLA and Customer Services Reporting

– Assist with Daily, Weekly and Monthly reports for the Sales Team and Customers
– Assisting on production of monthly SLA and eCommerce Customer Service Reports
– Producing Ad Hoc SLA and Customer Service Reports for the Sales Team and Customers
– Analysing late parcel issues
– Daily report analysis feeding outputs to relevant departments and raising internal Customer Service Tickets

Dangerous Goods Management

– Liaising with carriers and customers to confirm requirements and approval to ship Dangerous Goods
– Ensure full documentation and Processes are adhered to

Customs Clearance Queries

– Managing requests from Carriers for Customs information and documents from customers and passing queries to the relevant departments to manage through to delivery
– Recording updates and communicating with customers and carriers via a bespoke Customer Services Platform

Customer Query Support

– Manage bulk parcel queries or customer escalations by liaising with Sales, Account Management and Carriers and keeping the customer updated

Sales Administration Support

– Answering incoming phone enquiries and queries from customers, members of the public and prospects
– Providing quotations for parcel deliveries from set Customer Pricing
– Assistance with label generation and printing issues from customers
– Third Party collections arrangement and reporting

Returns Management

– Assisting the warehouse team by communicating with customers on how to process returns and keeping centralised records updated

Required Experience and Skills

– IT literate, specifically must be experienced in using Excel including manipulating large volumes of data, formulas and pivot tables. Experience with Macros would also be beneficial
– Customer focused

High Attention to Detail

– Ability to work to tight deadlines and manage own workload
– Good communication skills

Please send a covering letter along with your CV to [email protected] before the closing date of Friday 29th March



Stacey Footitt

HR Management Support at Parcelhub - Part of the Whistl Group

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