Operations Controller

CitySprint; Letchworth; On-site; GBP 25,000 - 34,000; Full time

Benefits offered by this job

Annual leave + birthday day off

Enhanced parental leave

Mental health support

Healthcare benefits

Family-friendly days

Death in service

Job summary

CitySprint is seeking an Out of Hours Operations Controller in Letchworth to manage day-to-day courier resources and ensure deliveries and collections meet customer SLAs.

The role supports the Out of Hours Senior Controller and Operations Manager in a KPI-driven environment focused on service, safety and performance. This maternity cover lasts 12 months with weekend shifts.

Qualifications

• Experience in an operational, logistics or customer-focused environment.
• Ability to prioritise and adapt quickly in a busy, time-sensitive setting.
• Strong communication and stakeholder management skills.
• Confident decision-making and problem-solving in real time.

Responsibilities

• Managing bookings and allocating courier resources in line with customer SLAs and network requirements.
• Monitoring and optimising courier utilisation across the national network.
• Handling customer, courier and operational queries in a professional and timely manner.
• Supporting the onboarding and compliance of courier resources.
• Monitoring courier performance and taking action where service or behavioural standards fall short.
• Maintaining accurate records and ensuring systems are updated correctly.
• Working with colleagues to improve service performance and network efficiency.
• Supporting site housekeeping and maintaining Health & Safety standards.
• Contributing to a KPI-driven culture focused on service, revenue and operational success.

Job description

Location: Letchworth

Salary : £29,344

Hours: 24 hours per week

Shifts: Saturday & Sunday, shifts between 7 am to 8 pm plus all bank holidays

Contract: This is a maternity cover for 12 months

What you’ll get at CitySprint

• 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

The role

As an Out of Hours Operations Controller, you'll manage day-to-day courier resources across the national network, ensuring deliveries and collections are completed efficiently and customer SLAs are met.

You'll work closely with the Out of Hours Senior Controller and Operations Manager to create a KPI-driven environment focused on service, safety and performance. This is a fast-paced role where strong decision-making, organisation and communication skills are essential.

Why CitySprint

What we do matters — from everyday deliveries to time-critical ones — and this role helps make sure it happens. You’ll play a key part in keeping the network moving and making sure customers get the service they expect.

Who We Are

CitySprint is a UK-wide logistics business delivering same-day and time-critical services for customers who need things done right, first time. We work at pace, rely on good judgement, and trust our people to take ownership.

We’re also part of DPD and the wider Geopost group, giving us the backing, scale and stability of a leading international delivery network — while CitySprint remains very much its own business, with a distinct focus and way of working.

It’s a busy, fast-moving environment where priorities can change quickly, and you’ll be trusted to manage resources, make decisions and follow things through.

What You’ll Be Doing

• Managing bookings and allocating courier resources in line with customer SLAs and network requirements
• Monitoring and optimising courier utilisation across the national network
• Handling customer, courier and operational queries in a professional and timely manner
• Supporting the onboarding and compliance of courier resources
• Monitoring courier performance and taking action where service or behavioural standards fall short
• Maintaining accurate records and ensuring systems are updated correctly
• Working with colleagues to improve service performance and network efficiency
• Supporting site housekeeping and maintaining Health & Safety standards
• Contributing to a KPI-driven culture focused on service, revenue and operational success

What We’re Looking For

• Experience in an operational, logistics or customer-focused environment
• Able to prioritise and adapt quickly in a busy, time-sensitive setting
• Strong communication and stakeholder management skills
• Confident making decisions and solving problems in real time
• Understanding of KPIs and how to positively influence performance
• Good organisational skills and attention to detail
• Basic Microsoft Office skills
• Experience using CityTrak or X-Despatch would be beneficial, but is not essential

We're looking for someone who is customer-focused, proactive and able to build strong working relationships while keeping the operation running efficiently.

All successful candidates will be required to complete a DBS check.