Europa Road is bucking the trend by announcing new investment in the highest levels of customer service, this comes at a time when the Institute of Customer Service reported that skills shortages and cost saving is reducing standards.
Over the coming months, the European Road freight operator – part of independent global logistics firm Europa Worldwide Group – is boosting its branch network through the creation of brand-new dedicated Customer Service Teams based within local branches. So far five of Europa’s growing branch networks of 16 have new dedicated teams.
The teams are led by newly appointed Regional Managers Mat Jobson and Stuart McKie, both of whom have a proven track record and have been redeployed and promoted into the new roles from other areas of Europa.
By September 1 Europa had 11 dedicated Customer Service Teams based in local sales branches, comprising 120 staff.
Within this refreshed structure, Mat and Stuart will focus on customer relations activities across the branch network and report directly to Adrian Redmile, Branch and Sales Director, who oversees the strategic growth and performance of the Europa Road division at board level.
Europa Road is seeing a continued increase in consignments post Brexit, and recently reported sustained growth by hitting the £300m turnover target.
The introduction of these new Customer Service Teams in each Europa Road branch is part of a strategic decision to support the growing portfolio of clients in the regions through an enhanced structure. It will enable exceptional customer service to be delivered, setting Europa apart from its competitors.
Adrian Redmile, Branch and Sales Director at Europa Worldwide Group, explained: “For us, the business case is clear. We recognise that good customer service drives commercial growth, because it raises sales, boosts engagement, and creates loyalty. The Customer Service Branch creates a focussed and exceptional customer service approach to our existing customers today. That’s why we are boosted each branch with a specific and renewed focus on customer care.
“Our bigger and more established branches will enhance their Customer Service Teams in the first phase of the roll-out, with other branches following suit thereafter. Each new Customer Service Team will work closely alongside the Sales Team in each location to provide a seamless service.
“The approach will really cement our commitment to delivering locally for our customers – through a flexible and streamlined service on their doorstep – which helps them maintain local supply chain resilience.”
Mat said: “Our competitor analysis indicates that it is not just cost driving supplier choice, it is also the level of service received. That’s why we’re going the extra mile to ensure our internal structures are fully geared up to deliver the best possible approach.
“Stuart and I are delighted to have been given this fantastic opportunity to help shape the future of Europa Road, which continues to play its part in the plans for the Group to become bigger, bolder, and better.
“Going the extra mile for our clients is what really matters in today’s highly competitive marketplace, and we want our customers to grow with us as we work together to provide a personalised service that is second to none.”
One of the key priorities for the Europa Road branch network is to secure an even greater proportion of business through Europa Flow, the specialist delivery duty paid (DDP) service launched by the Group in response to Brexit. Flow offers the ability to move goods seamlessly across Europe through up-front, anticipated goods declarations which reduces costs, paperwork, and border delays.
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