Express & Courier Manager

Willis Global; Hounslow; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Overseas travel potential

Flexible working hours

Job summary

Willis Global seeks an experienced Express & Courier Manager in the London Heathrow area to oversee time-critical operations and customer service delivery. You will work under the Express / Operations Director, handling client escalations, profitability, staff development, and supplier management.

Key duties include leading a 20-person team, developing staff, improving processes, and ensuring SOPs and HMRC entry regulations are met. Travel may be required.

Qualifications

• Proven experience managing a team in express/courier operations.
• Ability to lead customer service teams and improve service delivery.
• Strong commercial awareness and profitability focus.

Responsibilities

• Oversee Time Critical Operations and Customer Service for Express and Courier teams (team of 20).
• Manage Express / Courier Customer Service Teams, including staff development and resource planning.
• Follow up and resolve negative feedback on operations and service delivery.
• Maintain gross profit analysis, and ensure accurate sales invoicing and job costing.

Skills

People management

Customer service

Team leadership

Commercial awareness

Tools

CRM database

Excel

BoxTop

Job description

Our client, a global logistics leader specialising in air freight, ocean freight, customs brokerage, transport, warehousing, and e‑commerce solutions, is seeking an experienced Express & Courier Manager to join their dynamic team based in the London Heathrow area.

On Offer:

• An exciting leadership opportunity to join a market leading freight forwarding and supply chain management specialist working in a fast-paced time-critical logistics operations
• Office-based role - Working Hours: Monday – Friday: 09:00 – 17:30 (Can be flexible)
• Potential for overseas travel.
• Salary c.£50K, dependant on skills and experience

Main Purpose of the Role:

Reporting to the Express / Operations Director, the Express & Courier Manager will be responsible for overseeing Time Critical Operations and Customer Service delivery. The role includes client and customs escalation, ownership of job‑level profitability, development of staff, and effective management of suppliers.

Duties & Responsibilities of Express & Courier Manager:

• Managerial responsibility for customer service delivery to Express and Courier department Client base – team of 20.
• Management of Express / Courier Customer Service Teams, including staff development and resource planning
• Follow up and resolve any negative feedback re operational issues / customer service concerns raised by the customer
• Responsibility for Gross Profit analysis, and Sales Invoicing / Job costing accuracy
• To promote business development, ensuring all opportunities from existing business is followed through telephone sales, prospect sales site visits and quotations.
• Contribute to ongoing operational development and cost saving measures
• Identify areas of operational improvement by reviewing processes regularly.
• Establish, Manage and Maintain Internal and External Relationships.
• To ensure internal processes and client’s operational requirements are fully documented within SOPs.
• Managing Implementation for new business
• Training for new staff on operational and account procedures
• Ensure all HMRC entry regulations are met, through self-auditing of import entries.

To be Considered for Express & Courier Manager:

• Proven experience managing a team with an express/ courier environment
• Must be able to work well under pressure within a target driven team environment
• People Management and Staff Development
• Solutions led approach to client needs
• Import & Export Customs Procedure knowledge
• Computer skills including excel, CRM data base and BoxTop.
• Commercially astute, ensuring profitability
• Enjoy working with customers and building relationships.