Position Overview: Managing a designated team of Customer Delivery Operatives (CDOs) to ensure safe, efficient, and timely delivery and collection of equipment to and from customer sites. This role is the first point of contact for CDOs and will ensure routes are covered, resources are deployed, and vehicles are available, with a focus on maintaining high standards of performance, compliance, and customer service, while driving continuous improvement in operational KPIs.
Key responsibilities:
- Lead, motivate, and support a team of CDOs to achieve operational targets and service standards.
- Manage agency driver attendance compliance and competence.
- Maintain accurate training records and assist with audit preparation and compliance requirements.
- Monitor and enforce adherence to Transport KPIs.
- Address underperformance promptly and implement improvement plans.
- Ensure CDOs deliver exceptional customer service during all interactions.
- Act as a point of escalation for customer delivery issues and resolve promptly.
- Manage courier deployment and respond to vehicle breakdowns or availability issues.
- Oversee route coverage and make real-time adjustments as needed.
- Ensure daily compliance with transport legislation, company policies, driver punctuality, vehicle image and health & safety standards.
- Carry out first-line investigations into accidents or incidents and escalate as needed.
- Oversee vehicle checks and reporting of defects.
- Assist in the management of fleet compliance and administration, booking maintenance, managing costs for Team fleet and recognising resource requirements in line with the fleet maintenance schedule.
- Collaborate with scheduling and administrative teams to ensure efficient route allocation.
- Monitor fuel usage, mileage, and cost efficiency.
- Deliver toolbox talks and communicate operational updates to drive continuous improvement.
- Identify trends and recommend process improvements.
- Support the effective and efficient recruitment of CDOs.
Requirements
Essential
- Proven experience in transport or logistics management.
- Strong leadership and people management skills with experience in managing Drivers or similar roles.
- Experience in monitoring and improving KPIs and operational performance.
- Knowledge of transport regulations, driver hours, and vehicle compliance.
- Familiarity with health & safety standards and vehicle compliance.
- Excellent organizational and planning abilities.
- Strong communication and interpersonal skills.
- Proficiency in MS Office and transport management systems.
- Results-driven with a focus on continuous improvement.
- Proactive, with the ability to work under pressure and manage competing priorities.
- High attention to detail and commitment to safety.
- Customer-focused mindset with strong problem-solving and decision-making skills.
Desirable
- Experience in the equipment hire industry.
- Experience with route optimization software or telematics systems.
- Understanding of construction site operations and equipment hire processes.
- Previous experience in implementing performance improvement initiatives.
- Experience managing compliance audits and investigations.
- Strong coaching and mentoring ability.
- Commercial awareness and understanding of cost efficiency.
Benefits
THX Values: As a family-centred business, people are at the heart of everything we do. We’re proud to have a strong commitment to our team because we know that the success of any company depends on the people behind it. That’s why we make sure our employees feel valued, supported, and given every opportunity to grow.
We believe that a diverse team is a strong team. We’re dedicated to building an inclusive workplace where everyone feels welcome, respected, and able to thrive.
Alongside a competitive benefits package and great opportunities for career development, we’ve built a friendly, collaborative culture that reflects our core values (Humility Innovation Refreshing Energetic). These values guide how we work, how we treat each other, and what it means to be part of THX: a high-performing team that’s always learning, innovating, and focused on leaving people feeling good.
* Competitive Salary
* Recharge with 25 Days Holiday (with Bank Holiday’s on top).
* Looking after your future with a Company Pension.
* Special recognition and rewards incentives.
* NO MORE PACKED LUNCHES: Enjoy access to our fully stocked kitchens, filled with snacks and treats to keep you fueled throughout the day.
* A great opportunity to join an expanding Company.
* Free on-site parking.