Carrier Support Manager

Whistl; Hardwick; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading fulfilment services provider in Hardwick is seeking a Carrier Support Manager to connect carriers with internal teams. You will drive best practices to enhance performance and resolve operational challenges within a dynamic environment. This role requires strong communication skills and experience in carrier or fulfilment operations. You will also manage new carrier onboarding and improve service excellence across the network.

Benefits

Annual leave enhancements

Company Pension

Long service rewards

Health cash plan

Life assurance scheme

Critical Illness cover

Career development opportunities

Qualifications

• Minimum of 2 years relevant experience or equivalent education.
• Strong understanding of delivery processes.
• Experience with fulfilment software platforms is desirable.

Responsibilities

• Liaising with carriers and internal teams.
• Monitoring carrier performance and resolving issues.
• Driving process improvements across operations.

Skills

Excellent communication

Stakeholder management

Analytical skills

Problem-solving abilities

Influencing skills

Education

Relevant experience or equivalent education

Tools

CRM applications

Microsoft Office

Job description

Reporting to the Director of Contract Management, this Carrier Support Manager role sits at the heart of the UK Fulfilment operation, connecting carriers with internal teams across Operations, Customer Services and Commercial functions. You will drive best practice across carrier performance, using your knowledge of carrier processes and data flows to ensure consistent, high-quality service delivery. From supporting peak planning to resolving operational challenges, you will play a key role in improving efficiency, availability and service excellence across the domestic carrier network.

About the Role

What You'll Be Doing

• Liaising with carriers and internal teams to ensure smooth handover of traffic
• Monitoring carrier performance against SLAs and resolving issues
• Managing carrier slots, capacity and operational readiness
• Supporting the onboarding of new carriers and customers
• Resolving disputes, discrepancies and surcharge queries
• Conducting site and carrier hub visits to review processes and performance
• Driving process improvements and sharing best practices
• Acting as an escalation point for complex service issues
• Providing operational and technical guidance to internal teams
• Representing the fulfilment business in communications with carriers and stakeholders

If you are solutions-focused, experienced in carrier or fulfilment operations, and passionate about improving service performance, apply today

Additional info

Monday to Friday 37.5hrs per week

Benefits

• Annual leave enhanced with long service.
• Company Pension
• Long service rewards: both financial and leave-based.
• Health cash plan.
• Life assurance scheme.
• Critical Illness cover
• Access to our prestige benefits and rewards portal.
• Career development opportunities.
• Access to a well-established Employee Assurance Programme provider.
• And other excellent benefits you'd expect from a market leader.

Requirements

What We're Looking For

• A minimum of 2 years relevant experience; or equivalent combination of education, training and experience
• Excellent communication and stakeholder management skills
• Strong understanding of tracked and untracked delivery processes
• Ability to work under pressure and manage competing priorities
• Strong analytical and problem-solving abilities
• Experience using CRM and Microsoft Office applications
• Influencing skills and indirect management experience
• Knowledge of e-commerce or tracked carrier markets (advantageous)
• Experience in fulfilment software platforms or similar software applications is desirable
• Clean driving licence