The Samples & DtP Operations Manager is responsible for leading and developing all operational activities relating to clinical samples, investigational products, and Direct-to-Patient (DtP) services. This role works collaboratively with UK and Global Operations, Quality, and Commercial teams to ensure exceptional customer experience and consistent service delivery across all clinical logistics activities. The position drives the operational strategy for Samples & DtP services within the UK, positively influencing branch teams to deliver compliant, efficient, and scalable solutions. A key focus is ensuring that the needs of Sample and DtP customers are consistently met through high-quality execution, continuous improvement, and proactive engagement. How you create impact Provide leadership and direction to the Samples and DtP Operations Customer Service teams, ensuring high performance, engagement, and a positive working culture Ensure effective resource planning, staff scheduling, and workload allocation to maintain operational coverage and service continuity. Oversee the daily operations of Samples and DtP activities, ensuring all consignments are processed accurately, compliantly, and within agreed timeframes. Ensure smooth coordination between Operations, Customer Service, and external partners to maintain consistent service delivery and continuous improvement. Maintain oversight of temperature controlled shipments, high priority consignments, and out of hours movements through effective communication and handover processes. Act as the senior escalation point for complex customer issues that cannot be resolved at team level, ensuring timely and satisfactory resolution. Support the development of strong, long term relationships with key customers, providing operational insight and recommending solutions that align with their objectives. Identify and implement initiatives that enhance service quality, productivity, and operational efficiency across the team. Ensure effective cost control within the Samples and DtP teams, including resource utilisation and allocation of work in line with client contracts and cost of service principles. Contribute to the creation and implementation of operational strategies that respond to industry needs and support future service expansion. What we would like you to bring Proven experience in logistics industry Experience in coaching and supporting team members, encouraging collaboration and helping to build a positive, inclusive environment. Excellent Broad understanding of Courier Operations, including Import / Export / Warehouse & Transport Broad understanding of regulatory requirements specific to temperature-controlled logistics Ability to work successfully under pressure Excellent communication and presentation skills Very good teamwork skills and strong self-motivation What's in it for you As well as our competitive pay rates and superb training opportunities, we also offer a great working environment. You will be respected and valued if you work for us and have genuine opportunities to progress and develop. 26 days holidays plus bank holidays 2 volunteering days per year 3 x Life Assurance Option if you join the KN Route2 pension scheme A tailored personal development and training programme. Trusted and empowered to deliver and be your best. We are happy to talk about flexible working. Please ask about alternative patterns of work at interview. Enhanced Maternity/Paternity Leave Childcare Vouchers Cycle to work scheme Discount on high street stores and local supermarkets (Tesco, Asda, Sainsburys & more) Refer a friend scheme As proud holders of the Gold Covenant, we are a forces-friendly employer who recognise the skills, expertise and value service leavers bring to our organisation