Due to our ongoing growth an exciting opportunity has arisen for a full-time Operations Support Team Leader to join our operations team in Warrington. The right candidate will be able to demonstrate a proven track record of successfully managing demanding and rapidly changing issues within our fleet and ideally have experience within the mail, parcels and courier market, although this is not essential.
JOB OVERVIEW:
Management of client service enquiries and the administration of consumable deliveries and scheduling collections with suppliers and mailing houses in accordance with worksheet instructions. Tracking and monitoring of vehicle routes using transport management systems. Escalating and re planning when any issues occur. Reporting back to the customer and transport manager.
MAIN DUTIES:
* Overseeing team productivity
* Organising structure and rota within the Operations support team
* Overseeing the Transport Heartbeat calls
* Use available mapping / route tracking systems to effectively monitor service levels against daily plan.
* Use of TMS to view plan and query any deviation on routes – i.e., route order or missed stops
* Tracking of route status with high-risk routes monitored with a higher frequency than routes that are operating to plan.
* Escalation of risk routes and appraising clients of reforecast collection times
* Monitor road network issues – using Traffic England or similar website and keep transport operations informed of any issues via email group
* Prioritising high risk routes or routes for new clients
* Report any tracking issues and audit vehicle tracking and sat-navs
* Respond to inbound client service requests in a timely and professional manner
* Monitor collections & consumables orders on a daily basis.
* Sending/receiving collection confirmations
* Compiling and completing forecasts for suppliers
* Check mailing processes as required
* Prioritise and allocate mail delivered to operations inbox (outlook)
* Assist the operation team with any other reasonable tasks
* Book collections and transport as required
* Submit reports within set time frame
* Building operational relationships with our clients and mailing houses to create a smooth and efficient daily service
* Liaising with Business Managers and Client Services to keep them informed of any issues/delays with customers’ mailings
ABOUT YOU:
* Some Geographical aptitude would be asset but not essential as long as there is a willingness to learn.
* Excellent attention to detail with the ability to ensure total compliance whilst maintaining customer service levels
* Exceptional organisational skills and able to effectively manage own workloads
* Experienced in Microsoft Office systems and other office systems
* Strong communicator in both verbal and written English and be both polite and professional to external and internal colleagues