Premium Support Advisor

Posted Tuesday, 11 August 2026 at 00:00 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. Premium Support Advisor 📍 Location: Leeds (Hybrid) 📄 Contract Type: Permanent 💰 Salary: Up to £27,000 per annum Shift Pattern This role operates on a 3-week rotational pattern : Week 1 Monday to Friday 08:00 - 16:30 Week 2 Monday to Friday 09:30 - 18:00 Week 3 Monday to Saturday 08:00 - 16:30 One weekday off on a rota basis About the Role We're looking for talented Premium Support Advisors to join our team and help deliver an outstanding customer experience. In this role, you'll provide a high-quality, telephone-based service, taking ownership of customer enquiries and resolving issues quickly, professionally, and with empathy. You'll investigate delivery and parcel-related concerns, handle complaints and escalations, and ensure customers receive the best possible support at every stage of their journey. You'll also manage high-priority CEO and Executive escalations, requiring exceptional attention to detail, professionalism, and customer care. This is a fast-paced 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 As a Premium Support Advisor, you'll: Deliver exceptional telephone-based customer service, resolving customer queries wherever possible at first contact. Take ownership of complaints and escalated cases, ensuring fair and timely resolutions. Manage sensitive and high-profile CEO and Executive customer escalations with professionalism and care. Investigate parcel and delivery 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 contacts. Maintain accurate CRM records and provide proactive customer updates within agreed service levels. Act as the voice of the customer, collaborating with Couriers, Delivery Units, Contractors, and our ParcelShop network. Support team objectives, helping to achieve KPIs, SLAs, 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. Ready to Apply? If you're looking for an opportunity where you can make a real impact, develop your skills, and be part of a supportive team, we'd love to hear from you. 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.