Operations Lead, Service Delivery – Plymouth

SUEZ; Plymouth; On-site; GBP 38,000 - 46,000; Full time

Benefits offered by this job

5% employer pension

25 days holiday + 8 bank holidays

Annual bonus up to 10%

Competitive benefits

Job summary

DCW Plymouth, part of SUEZ Recycling and Recovery UK, is seeking an experienced Service Delivery Supervisor to lead our fast-paced operation and deliver a safe, compliant, high-quality service to customers.

Join our local leadership team to develop teams, drive continuous improvement, manage KPI performance, and ensure right-first-time delivery while upholding health and safety standards.

Qualifications

• Proven experience in a management or senior supervisory role, ideally within Waste, Transport, Logistics or a similar operational environment.
• Strong leadership skills with the ability to motivate, develop and hold teams accountable.
• Experience of managing operational performance and delivering against agreed targets and KPIs.
• A strong understanding of Health & Safety and operational compliance.
• Knowledge of fleet management, driver compliance and tachograph requirements would be advantageous.
• Experience of managing employee relations matters, including disciplinary and grievance processes.
• Strong organisational and administrative skills, with the ability to manage competing priorities.
• Excellent communication skills, both written and verbal.
• Strong numerical and analytical skills, with the ability to understand operational data and identify trends and opportunities.
• Good IT skills, including Microsoft Word and Excel.
• A Transport Manager CPC is desirable but not essential.
• A full driving licence is essential.

Responsibilities

• Lead and support operational teams to deliver excellent customer service.
• Monitor service performance and customer KPIs.
• Identify and resolve service failures quickly.
• Support the investigation of customer complaints.
• Drive a right-first-time approach across the operation.
• Ensure customer issues are communicated and resolved effectively.
• Work closely with Customer Service and Commercial teams.
• Manage resources to meet customer and operational requirements.
• Maintain high standards of H&S, fleet and compliance.
• Develop and support supervisors and operational colleagues.
• Drive continuous improvement across the operation.
• Support employee relations and performance management.
• Challenge poor performance and drive accountability.
• Support the Senior Service Delivery Manager with operational performance.
• Deputise for the Senior Service Delivery Manager when required.

Skills

Leadership

Waste/Transport/Logistics experience

KPIs & performance management

Health & Safety compliance

Fleet management

Employee relations

Communication skills

Analytical skills

IT skills (Word & Excel)

Tachograph knowledge

Education

Transport Manager CPC (desirable)

Job description

DCW Plymouth, part of SUEZ Recycling and Recovery UK, is seeking an experienced Service Delivery Supervisor to lead our fast-paced operation and deliver a safe, compliant, high-quality service to customers.

Join our local leadership team to develop teams, drive continuous improvement, manage KPI performance, and ensure right-first-time delivery while upholding health and safety standards.