Operations Controller | Resource & SLA Optimizer

CitySprint; West Midlands; On-site; GBP 28,000 - 30,000; Full time

Benefits offered by this job

25 days leave

Bank holidays

Birthday day off

Maternity & paternity leave

Mental health support

Healthcare benefits

Death in service cover

Family-friendly days

Job summary

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

You’ll work closely with the Service Centre Manager and Operations Manager in a KPI-driven environment, taking hands-on decisions with pace and attention to detail in a busy logistics network.

The role is permanent, 40 hours per week, with shifts Monday to Friday 7am–7pm, and offers extensive leave, healthcare, and other benefits.

Qualifications

• Experience in an operational, logistics or customer-focused environment.
• Confident communicator who can manage multiple priorities.
• Comfortable working with KPIs, systems and real-time decision-making.
• Basic Microsoft Office skills.

Responsibilities

• Managing and allocating courier resources in line with customer SLAs and network requirements.
• Monitoring courier performance and taking action where standards fall short.
• Handling day-to-day customer, courier and operational queries.
• Keeping systems updated accurately (e.g. CityTrak / X-Despatch).
• Supporting onboarding and compliance of courier resources.
• Working with colleagues to plan for peak periods and improve performance.
• Maintaining a safe, organised working environment.

Skills

Confident communicator

KPIs and decision-making

Organised and calm under pressure

Microsoft Office

Experience in logistics operations

Tools

CityTrak

X-Despatch

Job description

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

You’ll work closely with the Service Centre Manager and Operations Manager in a KPI-driven environment, taking hands-on decisions with pace and attention to detail in a busy logistics network.

The role is permanent, 40 hours per week, with shifts Monday to Friday 7am–7pm, and offers extensive leave, healthcare, and other benefits.