Job Description

DHL eCommerce UK is part of Evri Group, operating a dedicated premium parcel delivery network for businesses and consumers across the UK. With 55 depots and a dedicated van fleet, we connect retailers and businesses with their customers, specialising in deliveries that need extra care, security and flexibility.

Our services include next-day delivery six days a week, with 48-hour delivery to Northern Ireland and the Highlands, timed delivery options, and secure handling of fragile and high-value parcels, supported by PIN and ID verification.

For business customers, we offer consolidated deliveries from multiple suppliers in one daily visit, consistent drivers who understand their sites, business-hours delivery and store-to-store services. Dedicated account management, specialist customer support and straightforward integrations help businesses of all sizes grow with us.

We’re investing in our infrastructure, technology and people to strengthen our network and improve the customer experience. Joining now means helping shape the next stage of an established premium delivery business, backed by the investment and capabilities of Evri Group. We welcome people who care about delivering excellent service and want to play a part in what comes next.

Job Title: Service Delivery Support Administrator

Salary: £26,000 to £28,000 plus bonus & benefits

Location: Coventry (hybrid working pattern)

Type: Permanent

What You'll Do

As an Service Delivery Support Administrator, you'll provide operational, commercial, and administrative support to our Account Management team. You'll be responsible for investigating parcel delays, depot-related issues, service concerns, and transactional queries while ensuring customer accounts and internal systems are maintained accurately.

Using Excel and Salesforce, you'll produce reports, analyse trends, support service reviews, and help deliver a best-in-class customer experience. Please note this role sits on the Evri Premium side of the business.

Key Responsibilities

• Support Account Managers with day-to-day service delivery, administration, and customer account activities.
• Investigate parcel delays, service concerns, transactional issues, and depot-related enquiries.
• Coordinate resolutions with Operations, Customer Services, Commercial, and Finance teams.
• Maintain accurate customer records and account information across internal systems.
• Monitor and manage outstanding actions to ensure service level commitments are met.
• Produce reports and analyse service-related data using Excel and Salesforce.
• Support customer service reviews through data gathering, reporting, and action tracking.
• Liaise with depot teams to identify root causes of operational issues and help drive resolution.
• Provide commercial and administrative support to customer retention and growth initiatives.
• Identify process improvements and opportunities to enhance operational efficiency.
• Build strong internal stakeholder relationships to facilitate effective communication and issue resolution.

What We Can Offer You:

• Up to 33 days annual leave (including Bank Holidays)
• Career progression opportunities
• Flexible, inclusive benefits including shopping vouchers, insurance, and healthcare
• A culture where people are encouraged, supported, and valued

What We're Looking For

• Previous experience within a logistics, transport, parcel, customer service, sales support, or commercial administration environment.
• Strong Excel skills, including the ability to manipulate data and create reports.
• Experience using Salesforce or similar CRM systems would be advantageous.
• Knowledge of Pivot Tables and reporting tools is desirable.
• Excellent attention to detail and strong organisational skills.
• Ability to investigate issues, identify root causes, and coordinate resolutions.
• Strong communication skills with the confidence to engage with a variety of internal stakeholders.
• A proactive and customer-focused mindset.
• Good educational background with strong numeracy and analytical skills.
• Full UK driving licence desirable (travel to operational sites will be required)

Everyone Belongs at Evri Group

We're committed to creating an inclusive workplace where everyone feels valued, respected and able to succeed.As a Disability Confident Committed Employer, a Silver-accredited Inclusive Employer, and through our partnership with Scope, we're working to make our workplace and recruitment process more accessible for everyone.We encourage candidates to request adjustments at any stage of the recruitment process and there are touchpoints through the application process to do so. Every application is reviewed by a member of our Talent Acquisition team meaning that we don't use AI to screen candidates.At Evri Group, we're building an environment where everyone can be themselves and thrive.