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As an Operations Manager, you’ll play a key role in leading day‑to‑day operations within the Service Centre, ensuring courier resources are managed efficiently, customer SLAs are consistently met, and performance targets are delivered. Working closely with the General Manager, you’ll help create a strong, KPI‑driven environment focused on service, safety, people development and commercial performance. This is a hands‑on leadership role where judgement, pace and ownership are essential.
Job Responsibility:
Managing and optimising all day‑to‑day courier resources to maximise efficiency, revenue and service performance
Supporting the Service Centre Manager in delivering a KPI‑driven operation focused on service, safety and commercial outcomes
Leading, supporting and developing a team of Operations Controllers / Coordinators through regular 1:1s, performance reviews and coaching
Monitoring operational costs and proactively identifying opportunities to improve profitability
Ensuring systems are updated accurately and on time (e.g. CityTrak, X‑Despatch, Salesforce)
Managing stakeholder relationships to maintain a positive commercial and operational reputation
Working closely with Sales and Account Management teams to support new business implementation and growth
Deputising for the Service Centre Manager when required
Maintaining a safe, organised and compliant working environment
Requirements:
Strong understanding of Service Centre operations and logistics environments
Experience managing people and driving performance through KPIs
Confident communicator who can manage multiple priorities in a fast‑paced, time‑critical environment
Commercial awareness, with a clear understanding of revenue, cost and performance targets
Ability to reprioritise workload and make sound operational decisions under pressure
Strong customer focus with the ability to build and maintain effective relationships
Working knowledge of CityTrak and X‑Despatch (or similar systems)
Comfortable deputising for senior leadership when required
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