One of the UK’s leading independent delivery firms has announced a comprehensive restructuring of its Customer Services function ahead of an anticipated doubling in peak season parcel volumes.
CAE Delivers has described the creation of a new and dedicated 12-strong Customer Services team following a “significant investment”.
Managing Director Jamie Knapper said that the unit would be led by the experienced Julie Worsey, who joins after spending 15 years in senior roles with some of the country’s biggest logistics operators.
He explained that although some Customer Services staff would be based at CAE Delivers’ Manchester headquarters, “flexible, fast-response” teams at the company’s Irish depots would provide more immediate contact with consumers.
“This latest step is another indication of how we have changed almost every aspect of how we do business since taking charge of the company two years ago.
“Previously, each of our four depots performed a local customer services function in addition to their other duties but, as our volumes grow, we have decided that establishing a purpose-built team is in the best interests of our clients and their own customers.
“Our Manchester team will be responsible for liaising with an ever-increasing roster of clients, while their counterparts in Dublin and Belfast will deal more with consumers.
“It’s our intention to be more pro-active in ensuring that consignments are handled as smoothly as possible. Given that we expect the volumes during November and December this year to be twice as large as the same period in 2018, we are confident that this new structure will be more than capable of rising to the challenge.
“That will be in no small part due to our being fortunate enough to bring Julie on board. She is a hugely respected individual who promises to be a genuine asset as we continue to develop our business into the future.”
Ms Worsey has been recruited after almost a decade as a senior manager with FedEx UK. After an earlier spell with CityLink, she became Head of UK Customer Services for Amtrak.
She becomes the latest senior hire for CAE Delivers this year, following the appointments of Dean Lycett as Group Business Development Director, National Sales Manager Tim Quinn and IT Director Paul Cullen.
In recent months, the firm has also dramatically expanded its driver numbers as well acquiring “considerable” additional business in the wake of launching a new faster and more direct Irish service.
Mr Knapper suggested that he was relishing the prospect of the pre-Christmas peak as an opportunity to demonstrate the impact made so far by the transformation of the company CAE Delivers.
“We are looking forward to this immensely as we all believe that we’re arguably better prepared and more able to support our clients than ever before.
“The investments of time, money, personnel and equipment are all strategic. They have been made in particular areas of the business to give us an extra edge and allow us to be even more effective and efficient.”