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As an Operations Manager, you'll play a key role in leading the day-to-day operations of the Service Centre, ensuring courier resources are managed effectively and customer service levels are consistently achieved. You'll support the Service Centre Manager in driving operational performance, commercial growth, and team success within a fast-paced logistics environment.
Job Responsibility
Managing day-to-day courier resources to maximise efficiency and service performance
Supporting the Service Centre Manager in achieving operational and commercial objectives
Leading, coaching, and developing a team of Operations Controllers and Coordinators
Conducting regular performance reviews and one-to-one meetings
Monitoring operational costs and resource allocation to maximise revenue and profitability
Building and maintaining positive relationships with customers and key stakeholders
Ensuring customer SLAs and health and safety standards are consistently met
Keeping operational systems updated accurately, including CityTrak, X-Despatch and Salesforce
Supporting the implementation of new business opportunities alongside Sales and Account Management teams
Deputising for the Service Centre Manager when required
Requirements
Strong understanding of Service Centre operational processes
Previous experience managing or supervising operational teams
Working knowledge of systems such as CityTrak and X-Despatch
Ability to communicate business-critical information clearly and effectively
Strong organisational skills and the ability to reprioritise in a fast-moving environment
Commercial awareness with an understanding of KPIs, SLAs, revenue, and performance targets
A customer-focused approach and the ability to build strong working relationships
Confident decision-maker with the ability to lead by example
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