Reporting to the Director of Contract Management, this Carrier Support Manager role sits at the heart of the UK Fulfilment operation, connecting carriers with internal teams across Operations, Customer Services and Commercial functions. You will drive best practice across carrier performance, using your knowledge of carrier processes and data flows to ensure consistent, high-quality service delivery. From supporting peak planning to resolving operational challenges, you will play a key role in improving efficiency, availability and service excellence across the domestic carrier network.
About the Role
What You'll Be Doing
* Liaising with carriers and internal teams to ensure smooth handover of traffic
* Monitoring carrier performance against SLAs and resolving issues
* Managing carrier slots, capacity and operational readiness
* Supporting the onboarding of new carriers and customers
* Resolving disputes, discrepancies and surcharge queries
* Conducting site and carrier hub visits to review processes and performance
* Driving process improvements and sharing best practices
* Acting as an escalation point for complex service issues
* Providing operational and technical guidance to internal teams
* Representing the fulfilment business in communications with carriers and stakeholders
If you are solutions-focused, experienced in carrier or fulfilment operations, and passionate about improving service performance, apply today
Additional info
Monday to Friday 37.5hrs per week
Benefits
* Annual leave enhanced with long service.
* Company Pension
* Long service rewards: both financial and leave-based.
* Health cash plan.
* Life assurance scheme.
* Critical Illness cover
* Access to our prestige benefits and rewards portal.
* Career development opportunities.
* Access to a well-established Employee Assurance Programme provider.
* And other excellent benefits you'd expect from a market leader.
Requirements
What We're Looking For
* A minimum of 2 years relevant experience; or equivalent combination of education, training and experience
* Excellent communication and stakeholder management skills
* Strong understanding of tracked and untracked delivery processes
* Ability to work under pressure and manage competing priorities
* Strong analytical and problem-solving abilities
* Experience using CRM and Microsoft Office applications
* Influencing skills and indirect management experience
* Knowledge of e-commerce or tracked carrier markets (advantageous)
* Experience in fulfilment software platforms or similar software applications is desirable
* Clean driving licence
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