08/01/2025
Service Delivery Operations Frontline Manager
South West London
• £37,000 - £40,000 a year
• Full-time
• Monday to Friday
Service Delivery Operations Frontline Manager
£37,000 - £40,000 a year
Join our vibrant team with an exciting opportunity to contribute to our rapidly growing business. Our mission is to deliver a cost-effective, reliable, efficient, and sustainable service that exceeds our customers' expectations and aligns with our company goals.
As the Service Delivery Front Line Manager, reporting directly to the Operations Manager, your primary responsibility will be overseeing a team of service delivery coordinators. Your focus will be on ensuring they consistently deliver exceptional service to our customers while maximizing profitability in line with our margin targets.
Working hours are Mon to Fri day shifts
Your role includes:
• Managing, coaching, and developing the Service Delivery Coordinators to achieve margin KPIs and customer SLAs.
• Ensuring a consistently high standard of customer service from the Service Delivery Coordinators.
• Cultivating strong relationships with key customers, drivers, and internal departments, serving as a crucial link to Account Managers and other Front Line Managers.
• Ensuring prompt and professional responses to all customer and driver requests.
• Maintaining continuous communication with customers and drivers throughout the service provision process.
• Taking a proactive approach to identify and address potential issues before they arise.
• Having full autonomy over costing and charging for all jobs.
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Your responsibilities and duties include:
• Performance management of Service Delivery Coordinators to meet margin KPIs and customer SLAs.
• Monitoring and improving communication channels with key customers.
• Acting as the point of escalation for queries, issues, and complaints from Service Delivery Coordinators.
• Conducting 1-2-1s, appraisals, and Performance Reviews for Service Delivery Coordinators.
• Managing attendance performance and sickness.
• Monitoring calls and providing coaching for improved telephone service.
• Managing team roster, annual leave, and staff training.
• Ensuring accuracy in customer and driver pricing.
• Handling invoice queries, invoicing preparation, and driver discrepancy processes.
• Collaborating with Account Management and the Commercial Team on new solutions and cost models.
• Maximizing profit by managing job margins and minimizing losses.
• Ensuring compliance with statutory law, company policies, and health & safety guidelines.
Applicant Criteria:
• Must Have experience to use Courier exchange platform or use similar courier platform
• Strong prioritization skills based on scheduling and resource availability.
• Demonstrated attention to detail.
• Ability to work independently while also being a team player.
• Proficiency in Word, Excel, and Outlook.
• Drive and ambition for career progression.
• Flexibility in work approach and availability.
• Excellent time management and problem-solving skills.
• Effective oral and written communication abilities.
• Logistics experience desired but not essential.
In addition to the criteria listed, candidates should have at least three years of experience in managing people, showcasing their ability to lead, motivate, and develop teams effectively, crucial for this role's success.
Job Types: Full-time, Permanent
Pay: £37,000.00-£40,000.00 per year
Benefits:
• Company pension
• Health & wellbeing programme
• On-site parking
• Sick pay
• Store discount
Schedule:
• Day shift
• Monday to Friday
Education:
• Certificate of Higher Education (preferred)
Experience:
• Line Management: 3 years (required)
• Logistics Industry: 1 year (required)
Work Location: In person
Email :-
[email protected]
