Evri Group is the UK’s premier parcel delivery business, uniting four distinct brands—Evri, Evri Premium, a network of DHL, UK Mail and Irish e-commerce specialist Coll-8—to deliver more than 1 billion parcels and letters annually across the UK and to over 200 global destinations. With 12,000 colleagues, 30,000 couriers and drivers, 8,000 vehicles, and a nationwide network of hubs, depots and fulfilment centres, we combine over 50 years of expertise with the scale and flexibility to support everyone from casual senders to SMEs and major retailers. Driven by our friendly, ambitious and diverse people, we are passionate about delivering exceptional service and offer exciting opportunities across the Evri Group.
About the Role
We're looking for a talented Claims Support Advisor to join our team and help deliver an outstanding customer experience.
In this role, you will be supporting customers with their claims for lost, damaged or disputed deliveries within productivity and handling time targets, upholding the Customer Experience brand standards. You will review and assess all available information obtained by our customer service colleagues to make decisions on whether claims made by our customers are valid.
This is a fastpaced role where no two days are the same, making it ideal for someone who enjoys problem-solving, taking ownership, and making a real difference for customers.
What You'll Be Doing
- Provide both written and verbal communication to customers providing updates on the status and outcome of their claim. Ensuring that you obtain all of the required information to make an informed decision on the outcome.
- Ensuring that all supporting evidence for customer claims is obtained, is correct and accurate.
- Make decisions on whether to accept the claims based on Terms.
- Work closely with other stakeholders to ensure the correct outcome for the customer.
- Working with a high level of due diligence when processing payments and refunds.
- Deliver exceptional customer service, resolving customer queries wherever possible.
- Take ownership, ensuring fair and timely resolutions, with professionalism and care.
- Investigate parcel and delivery claim enquiries from start to finish, using all available systems and resources.
- Work confidently in a busy contact centre environment, maintaining professionalism and confidentiality.
- Use multiple systems to process transactions accurately and efficiently.
- Identify root causes of issues and recommend solutions to reduce repeat issues.
- Maintain accurate CRM records and provide proactive customer updates within agreed service levels.
- Support team objectives, helping to achieve KPIs, SLAs, such as productivity, claims handling times and continuous improvement initiatives.
What We're Looking For
We're keen to hear from people who have:
- Excellent written and verbal communication skills.
- Strong customer service experience, ideally within a contact centre environment.
- A professional and confident telephone manner with excellent listening skills.
- Strong problem-solving and decision-making abilities.
- High levels of accuracy and attention to detail.
- Good working knowledge of Microsoft Office, including Word, Excel, and Outlook.
- Resilience and the ability to remain calm under pressure, particularly when handling complaints and high-stakes customer issues.
- The ability to work independently while also contributing positively as part of a team.
- A customer-focused mindset with a genuine passion for delivering great service.
Evri Group for everyone
We’re committed to building a truly inclusive and diverse workplace where everyone can bring – and be – their whole authentic selves.
We’re also on a mission to be the UK’s most accessible delivery business. We’ve partnered with Scope, the leading disability equality charity, to improve deliveries for millions of customers and give extra support to our colleagues and couriers who need it.
Collaboration is key because we work better together. Bring passion, ambition and an open mind, and in return we’ll give you respect, flexibility and a place where you can thrive.
At Evri Group, everyone is welcome.
