Goods on Hold Operative

As our Goods on Hold Operative, you will work closely with the Operations Manager, taking responsibility for the held parcel process within the depot. You will be accountable for maintaining visibility of parcels throughout their "depot life cycle" . Additionally, you will be tasked with resolving customer queries and managing depot collections with the utmost professionalism.,

• Conducting thorough checks to ensure all 'unable to locate' parcels have accurate delivery information.
• Identifying and appropriately handling damaged or open parcels by transferring them to the goods on hold area for further investigation.
• Taking full responsibility for requesting additional information or initiating returns to customers when necessary.
• Meticulously completing the administration of mis-routed and mislabelled parcels.
• Collaborating effectively with the senior management team and security department to identify and prevent fraudulent consignments.
• Executing rigorous housekeeping checks to maintain depot standards.
• Addressing and resolving any customer parcel searches as required, with a focus on customer satisfaction and operational efficiency.
• Maintaining an organised and efficient goods on hold area, ensuring parcels are stored securely and easily retrievable.
• Implementing and adhering to a systematic approach for tracking and managing held parcels, including regular status updates.
• Liaising with drivers and courier teams to gather additional information on undelivered or problematic parcels.
• Conducting daily reconciliations of held parcels against system records to ensure accuracy and identify discrepancies.
• Proactively identifying trends or recurring issues in the held parcel process and suggesting improvements to the Operations Manager.
• Assisting with the training and guidance of new team members on goods on hold procedures and best practices.
• Participating in regular team meetings to discuss performance, challenges, and opportunities for improvement in the goods on hold process.
• Ensuring compliance with all relevant health and safety regulations while handling and storing parcels.