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Operations Team Supervisor

2 months ago

Cannock, Staffordshire, United Kingdom DX Full time

Role Summary

Lead and manage a team of dedicated professionals, ensuring seamless daily operations within our dynamic service center. Your primary focus will be to cultivate a customer-centric environment that prioritizes efficiency, security, and cost-effectiveness. We champion a culture built on five core values: Customer Focus, Cost & Productivity Optimization, Cash Management, Team Collaboration, and Core Operational Excellence.

Key Responsibilities

  • Leverage company systems to efficiently manage deliveries, track shipments, and provide real-time updates.
  • Foster strong communication channels with all relevant departments, including a dedicated partnership with our Customer Call Center.
  • Provide prompt and effective solutions to customer inquiries, ensuring their satisfaction is paramount.
  • Cultivate a positive and supportive team environment, encouraging a proactive and solution-oriented mindset.
  • Collaborate closely with Lifestyle Couriers, setting clear service standards, providing feedback on performance metrics (Signature Rates, FTSA, FTSD, and Customer KPIs).
  • Conduct comprehensive briefings for the team and couriers regarding new customer requirements or potential challenges.
  • Work hand-in-hand with the C&D Manager to oversee Lifestyle Courier operations, ensuring compliance and performance excellence.
  • Conduct annual performance reviews, identify training needs, and promote continuous skill development within the team.
  • Adhere strictly to established Standard Operating Processes to maintain operational efficiency and accuracy.
  • Monitor key performance indicators (KPIs) to drive continuous improvement and achieve operational goals.
  • Implement and uphold rigorous Health and Safety and Security Policies to ensure a secure working environment.
  • Maintain strict adherence to our comprehensive Security Policy throughout the Service Center.
  • Be flexible and willing to undertake additional tasks as assigned by Senior Management.

Essential Criteria

  • Proven experience in the mail or distribution industry is essential.