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As an Operations Controller, you’ll manage day-to-day courier resources within the Service Centre, making sure deliveries and collections run efficiently and customer SLAs are met. You’ll work closely with the Service Centre Manager and Operations Manager to create a KPI-driven environment focused on service, safety and performance. This is a hands-on role where judgement, pace and attention to detail really matter.
Job Responsibility:
Managing and allocating courier resources in line with customer SLAs and network requirement
Monitoring courier performance and taking action where standards fall short
Handling day-to-day customer, courier and operational queries
Keeping systems updated accurately (e.g. CityTrak / X-Despatch)
Supporting onboarding and compliance of courier resources
Working with colleagues to plan for peak periods and improve performance
Maintaining a safe, organised working environment
Requirements:
Experience in an operational, logistics or customer-focused environment
Confident communicator who can manage multiple priorities
Comfortable working with KPIs, systems and real-time decision-making
Organised, calm under pressure and solutions-focused
Basic Microsoft Office skills
All successful candidates will be required to complete a DBS check
Nice to have:
Experience using CityTrak or X-Despatch
What we offer:
25 days’ annual leave plus bank holidays, and a day off for your birthday
Enhanced maternity and paternity leave
Free access to mental health support, including 1:1 therapy
Healthcare and wellbeing benefits
Extra family-friendly days for key life moments, plus death in service cover