Claims & Client Services Manager

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.

Claims & Client Services Manager – Turn Insight into Action. Drive Improvement. Build Strong Partnerships.

Are you passionate about using data to solve problems, improve customer experiences and influence business performance?

At Evri, we're looking for a Claims & Client Services Manager to play a key role in reducing claims, improving client outcomes and driving continuous improvement across our customer operation.

This is a unique opportunity to combine analytical expertise with client relationship management, working across multiple teams to identify trends, uncover root causes and deliver solutions that make a measurable impact.

You'll be at the heart of our claims and client service operation, using insight to influence decisions, support strategic initiatives and strengthen partnerships with both internal and external stakeholders.

We're offering an exciting 12-month FTC for a talented professional looking to combine analytical expertise with stakeholder engagement in a role where their insights will directly influence business performance and customer outcomes.

What you'll be doing

As our Claims & Client Services Manager, you'll use data and insight to understand claims performance, identify opportunities for improvement and help shape the actions that reduce claims volumes and costs.

Working closely with Customer Services, Operations, BI teams and key clients, you'll act as a trusted partner, helping drive better outcomes for our customers, our clients and the wider business.

Key responsibilities include:

• Producing insightful reporting, analysis and performance dashboards
• Identifying claims trends, spikes and root causes to support improvement activity
• Partnering with operational teams to reduce claim drivers and improve processes
• Acting as a Claims SME on business projects and change initiatives
• Delivering meaningful MI and performance updates to stakeholders
• Supporting the onboarding of new clients and developing strong ongoing relationships
• Leading client reviews and helping implement service improvements
• Collaborating with Client Development and CX teams to enhance the customer journey
• Identifying opportunities to improve self-service and reduce unnecessary contacts
• Driving continuous improvement through data-led recommendations and stakeholder engagement

What you'll bring

We're looking for someone who is equally comfortable analysing complex data as they are building strong relationships and influencing change.

You'll bring:

• Experience in claims, customer service, client services or operational performance environments
• Strong analytical and reporting skills, with experience using Excel, Power BI, SQL, Databricks or similar tools
• The ability to turn complex data into meaningful insights and recommendations
• Excellent stakeholder management and communication skills
• Experience working with clients and building trusted relationships
• A proactive, solutions-focused approach to problem solving
• Strong organisational skills and the ability to manage multiple priorities
• A passion for continuous improvement and delivering great customer outcomes

Why Evri?

This is an exciting opportunity to join a business that's investing heavily in customer experience, data-led decision making and continuous improvement. You'll have the autonomy to influence change, the visibility to make an impact and the opportunity to work with teams and clients right across the business.

We are Evri. Where everyone is welcome.

We're excited about the future. Let's deliver it together.

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.