Carrier Support Manager

Northampton Business Directory; Northampton; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading operational service provider is seeking a Carrier Support Manager in Northampton to enhance operations within the UK Fulfilment team. The successful candidate will be responsible for monitoring carrier performance, resolving operational challenges, and implementing process improvements. Strong communication and analytical skills are essential, alongside at least 2 years of relevant experience. This position offers a full-time schedule from Monday to Friday, alongside competitive benefits and opportunities for long service rewards.

Benefits

Enhanced annual leave

Company Pension

Long service rewards

Health cash plan

Critical Illness cover

Employee Assistance Programme

Qualifications

• Minimum of 2 years of relevant experience or equivalent education.
• Excellent communication and stakeholder management skills.
• Strong analytical and problem-solving abilities.

Responsibilities

• Liaise with carriers and internal teams for smooth traffic handover.
• Monitor carrier performance against SLAs and resolve issues.
• Provide operational and technical guidance to internal teams.

Skills

Stakeholder management

Analytical skills

Problem-solving

Communication

Influencing skills

Education

2 years relevant experience or equivalent

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

• Annual leave enhanced with long service.
• Company Pension
• Long service rewards: both financial and leave-based.
• Health cash plan.
• Critical Illness cover
• Access to our prestige benefits and rewards portal.
• Access to a well-established Employee Assistance 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