Job Description
Purpose of Position
To achieve objectives in terms of operational, compliance, financial, customer service and HR tasks and responsibilities, through effective management of employees, maintenance of company operating standards and ISO operating procedures specific to their own areas of accountability.
The purpose of the ‘Shift Manager’ job role remains the same but shall be split into 5 focus areas; Sortation, Dispatch, Customer Experience, Collection Experience, PM Operation.
Each Shift Manager shall have a designated area of responsibility set out as per the job description, although may be required to carry out additional duties to support the depot.
All Shift Managers are able to carry out all duties contained within the respective Shift Manager job descriptions and could be asked to undertake any of the 5 focus areas as part of the contracted Shift Manager role.
Key Task & Responsibilities
Sortation Manager
* CAD scan - Ensure all parcels entering the depot are accounted for with the correct scan, management of GOH to include daily scanning.
* Unload - Throughput, no reads, multi-read and dump chute targets all being met (In automated sites). Cluster ASOS/M&S depots to unload parcels for feeder depots in a timely manner and ensure that the further distance depots are serviced first.
* Sortation IT usage - Responsible for ensuring effective and full use of all AM systems and procedures such as Lydia/Voice & Depot Sorter in compatible parcels, smalls, non comms and dump chute.
* AM Productivity - PPMH target, agency usage, holiday planning, AM cost KPI.
* Parcel security - Small sort scanning target, AM security searches, damaged parcels processing.
* Site Security - Fire doors, main gate access, turnstile access, ID badges.
* Warehouse Operative Engagement - Responsible for VOE response rate and score, BUZZ surveys (responses and corrective actions), Mercury, 1-2-1s, Team talks.
* Staff operational training - Ensure that all staff are fully trained and kept up to date with new training and annual training sign off's.
* H&S processes - SM daily H&S checks, covid mask compliance, near miss reporting, depot housekeeping, depot equipment defect reporting,H&S inductions( employed & agency).
* Transport - Linehaul key control, daily padlock return( where applicable), forklift truck defect reporting.
* Health & Safety - Demonstrate a positive attitude towards safety, leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information, instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met.
* Carry out such other duties as may reasonably be requested by the management team
Dispatch Manager
* Service Targets - Ensure that all routes are planned to meet the business targets on All Service, Premiums, Precise, Collections and ETAs
* Parcel Presentation - Control and management of chute saturations, depot sorter chute balance, parcels found on route, block stacking
* Dispatch planning - Core route target, POD rota, management of external resource, floor layout/bay allocation, matrix efficiencies (daily amendments), zero service exceptions to be signed out.
* Dispatch productivity - Bolt, depot clear, SPR and stop cost targets all being achieved
* Dispatch IT usage - Full use of Voice/Lydia on chutes by operatives, routes online, quantum planning (to include minimal quantum movements) driver profiles, route profiles
* MRF/ODF/ Warehouse operative engagement/development - VOE response rate, VOE score, BUZZ (responses and corrective actions), Mercury, MRF performance, chute operative development
* Parcel Security - 2d barcode scanning target, vehicle security search targets, AM chute operative searches all to be achieved. Depot "To Deliver" pots to be at zero.
* Brand Compliance - Ensure brand compliance is achieved through uniform checks, livery checks on van's, no drivers to leave the depot wearing Hi-Viz vests, these MUST only be worn in the warehouse.
* H&S processes - Ensure that Shift Manager H&S daily checks are completed, near miss reporting, depot housekeeping adhered to, cage and block stacking compliance, H&S inductions( employed & agency).
* Operational training for chute operatives and drivers - Ensure that all chute staff and drivers are fully trained and kept up to date with new training and annual training sign off's.
* Collections - Ensure effective allocation of collections to the driver routes and no collection exceptions to be signed out.
* Transport - Ensure that vehicles are not planned and signed out over weight. Stop defective and damaged vehicles from being used.
* Health & Safety - Demonstrate a positive attitude towards safety, leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information, instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met.
* Carry out such other duties as may reasonably be requested by the management team
Customer Experience Manager
* Service - Manage on road service performance- exceptions (premiums/precise), ETA's, 1st time delivery success.
* Collection allocation (ad hoc) - All Scheduled collections should be managed by the Dispatch Managers via the Quantum Matrix. All "Ad Hoc" collections and driver rejected collections are to be allocated by the Customer Experience Managers until the Collection Experience Managers start their shifts.
* Universe Pot Management (HV/ perishable)
* Challenger (reduction of customer contact) - PPI baseline target to be achieved, through effective and timely management and improvement of complaints, investigations and driver behaviour.
* Apollo (reduction of claims) - Target to be achieved through effective/timely management and improvement of complaints, missing parcels, delivered to wrong address, investigations and driver compliance and driver retraining.
* "Can't Wait" management of driver compliance - ensure full "Can't Wait" opportunity is realised by utilising the "Can't Wait" management suite to manage driver compliance.
* Follow My Parcel (FMP) - Ensure all FMP dislike callbacks are made within requested time by the CSA’s.
* Cherry & CSA Team Management - All CSA's report to the Customer Experience Managers and are to be managed to achieve the Cherry targets.
* On Road Incident Management - RTA's, breakdowns, theft, driver assault to be mitigated with swift action plans to ensure safety of drivers and recovery of service KPI's.
* Routes Offline - Using the "Routes Offline" management suite, monitor and report all routes offline to the relevant dispatch manager, to enable 100% compliance.
* Shift/Issue Handover Reporting To Dispatch Managers - Transform Management Suite to be fully used to report changes to drivers route profiles and follow ups on delivery compliance and escalations.
* Staff Operational Training - Ensure that all staff are fully trained and kept up to date with new training and annual training sign off's.
* Health & Safety - Demonstrate a positive attitude towards safety, leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information, instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met.
* Carry out such other duties as may reasonably be requested by the management team
Collection Experience Manager
* Collection Service - Manage all elements to ensure company target is achieved.
* Collection ETAs - Manage all elements to ensure company target is achieved.
* Collection Compliance/Saturn Success - Parcels to be correctly and fully scanned by drivers at the collection
* point in line with business collection processes.
* Collection Incident Management - RTA's, breakdowns, theft, driver assault to be mitigated with swift action
* plans to ensure safety of drivers and recovery of service KPI's.
* New Collection Allocation - New collections to be allocated to drivers on universe once agreed with senior depot management.
* Customer/CRM Engagement - Collection Experience Manager to liaise with customers on delays and capacity issues along with solutions. CRM team to be kept up to speed and assist where needed.
* Depot/CRM Chat Group - Chat group to be set up to include the Collection Experience Manager, PM Manager, Operations Manager, Site Manager (GM/DM/DCM) and CRM management team aligned to the depot.
* Weekly depot/CRM Meeting - Weekly meeting to be held with the Collection Experience Manager, PM Manager, Operations Manager, General Manager and CRM management team aligned to the depot. The Collection Experience Manager will lead this meeting with the support of their Operations Manager and General Manager. This meeting is to be used to discuss any ongoing issues and their solutions, new collections and big kit issues. CRM are to confirm any planned up trades in volume or known issues from a customer POV that will impact the depot's ability to service collections.
* Early Volume (EV) Planning With The CRM Team & Additional Trailers From Linehaul - Early volume (bank holiday weeks and peak weeks) is to be planned by the Collection Experience Manager with the help of the CRM team aligned to the depot.
* Postcode Moves and Depot Integrations - New collections coming into the depot via postcode moves and integrations are to be planned in advance by the Collection Experience Manager and discussed with the CRM team on the weekly calls.
* Shift/Issue Handover Reporting To Dispatch Managers - Changes made to the matrix to improve collection service are to be communicated to the Dispatch Managers each day via the "Handover" section of the Transform Management Suite. This must include the Collection account number, customer name, details of change and confirmation that the driver(s) have also had the change communicated to them.
* Weekend Collections & New Account Management
* Freight surveillance & Weight
* Health & Safety - Demonstrate a positive attitude towards safety, leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information, instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met.
* Carry out such other duties as may reasonably be requested by the
PM Manager
* Planning - Effective Planning for staffing headcount in line with cost requirements and contingency planning,, agency usage, holiday planning, AM cost KPIs.
* PM Productivity - Responsible for achieving PPMH target.
* Debrief - Full debrief of all drivers and where highlighted, a full Apollo enhanced debrief.
* Trailer Departures - Ensure trailer departures from the depot and customer sites leave at the designated time.
* Linehaul Communication - Ensure effective communication with the Hubs regarding trunking issues. Notes to be added to microlise as well as email communication to the linehaul/hub teams using the escalation sheet.
* Ensure Accurate Processing Of Collected Parcels - All unlabelled parcels are to be labelled correctly and theDPD Local parcels must be fully segregated from the DPD red parcels to ensure that they arrive at the correct hub (hub 5).
* Responsible For Driver Compliance Of Collection & Returns Processes - Ensure that collected parcels and returned delivery parcels are processed/labelled correctly upon return to the depot.
* Ensure All Non-delivered Parcels Are Accounted For & PM Audit Scanned
* Vehicle Defect Reporting - Ensure vehicle defects logs are completed and are communicated to the local repairer.
* PM GOH - Management of GOH and daily scanning of parcels located inside it.
* PM IT Usage - Responsible for ensuring effective and full use of all PM systems and procedures such as Lydia/Voice & Depot Sorter in compatible parcels, smalls, non comms and the segregation of international parcels for hub 4 and DPD Local parcels for hub 5.
* Linehaul Checks/Linehaul Key Control - Trailer/unit checks, agency license checks, tacho downloads completed by employed drivers, linehaul key control process followed.
* Universe POTS - All "Out for Delivery" pots to be zero, Collections pots " To Allocate" and "With Driver" to be zero.
* Parcel Security - All high value parcels accounted for, vehicle security searches, to deliver pot, PM operative searches and missing parcel reports completed, high value parcels to be locked in GOH.
* Brand Compliance - Uniform checks, livery checks, Hi-Viz usage - these MUST be worn when the driver returns back to the depot.
* H&S Processes - SM H&S daily checks, near miss reporting, depot housekeeping, cage stacking.
* Ensure Warehouse Is Prepared To Meet Requirements Of The AM Shift - nightly handover using Transform suite to the AM team highlighting any specific issues.
* Depot Lock Down - Ensure depot lock-down executed in line with standing security instructions.
* Operational training for pm operatives - Ensure that all staff are fully trained and kept up to date with new training and annual training sign off's.
* Health & Safety - Demonstrate a positive attitude towards safety, leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information, instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met.
* Carry out such other duties as may reasonably be requested by the management team
Qualifications
You will have experience in a fast paced operation with proven and demonstrable people management experience, involving direct accountability and responsibility for motivating and leading a high performing team, ideally within a Transport Setting. We would also expect:
* You will have strong communication skills with the ability to inspire, motivate and manage a team.
* Decisive and effective decision-making, problem resolution and time management skills.
* Demonstrate high levels of resilience, self-motivation and flexibility.
* Excellent computer skills with the ability to use Google chrome applications
* The ability to do comprehensive reporting, alongside analysis of data is a key requirement for this role.
* You will be highly vigilant to any unscrupulous activity taking swift and appropriate action.
* Demonstrate the core DPD DNA values of Passion, Respect, Honesty, Flexibility, Caring and Accountability.
Additional Information
About our benefits:
We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…
* Holiday trading
* Enhanced maternity and paternity package
* Free life assurance of 4 x salary on joining the pension scheme
* Free onsite car parking for all employees
* Health Kiosks visiting every location
* Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
* Milestone Days off to celebrate with your family and friends
* For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses
Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.
If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today.