Operations Manager

InPost UK; Aylesham; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading logistics company in the UK is seeking an experienced Operations Manager to oversee the final mile operation, ensuring exceptional customer experience and performance across a dynamic courier network. Responsibilities include leading courier operations, driving a customer-first mindset, and managing compliance and performance metrics. The ideal candidate will have a proven background in logistics leadership and excellent people management skills.

Qualifications

• Proven leadership in logistics, transport, or delivery operations.
• Strong people management and communication skills.
• Results-driven mindset with a focus on customer service and operational efficiency.
• Solid understanding of compliance, health & safety, and performance metrics.
• Ability to thrive in a fast-paced, high-volume environment.

Responsibilities

• Lead and optimise daily courier operations across core and lifestyle drivers.
• Drive a customer-first mindset across the courier network.
• Conduct inductions, training, and ongoing development of couriers.
• Track and report on delivery performance and service centre KPIs.
• Act as deputy for the Service Centre Manager when required.

Skills

Leadership in logistics

People management

Communication skills

Customer service focus

Operational efficiency

Job description

Overview

Lead the final mile operation and deliver exceptional customer experience through high-impact courier management. As Operations Manager, you'll drive performance, service excellence, and cost efficiency across a dynamic self-employed courier network — playing a critical role in delivering our "Courier First" strategy. You’ll oversee day-to-day courier resource planning, performance management, and operational compliance, while also deputising for the Service Centre Manager, ensuring seamless service centre operations.

What you’ll be doing

Courier Network Leadership

• Lead and optimise daily courier operations across core and lifestyle drivers.
• Build a flexible, high-performing courier network through targeted recruitment, onboarding, and engagement.
• Monitor and improve courier performance via reviews, feedback loops, and clear KPIs.
• Ensure full area coverage to mitigate business risk and meet delivery demands.

Customer & Operational Excellence

• Drive a customer-first mindset across the courier network.
• Ensure all operational, legal, and Health & Safety standards are met.
• Oversee quality control at key touchpoints: morning sort, end-of-day handover, and final mile delivery.
• Identify and resolve underperformance, escalating where needed.

Engagement & Development

• Conduct inductions, training, and ongoing development of new and existing couriers.
• Foster open communication through forums and courier engagement sessions.
• Partner with central teams on resourcing, planning, and service centre performance.
• Support courier retention by monitoring attrition and implementing improvement plans.

Reporting & Budget Control

• Track and report on delivery performance, courier satisfaction, and service centre KPIs.
• Manage costs linked to rate cards, ad hoc fees, and operational expenses.
• Provide daily financial updates to the Service Centre Manager.

Leadership & Succession

• Act as deputy for the Service Centre Manager when required.
• Develop and mentor internal talent to ensure operational continuity.
• Support HR and disciplinary processes in line with company policy.
• Promote a strong safety and compliance culture across all teams.

What we need from you

We’re looking for people who are ready for a fast paced environment, get their kicks out of problem solving and can balance getting today\'s stuff done, whilst building for the future. We’re looking for people with drive and natural curiosity – who want to do things differently. And do them brilliantly.

• Proven leadership in logistics, transport, or delivery operations.
• Strong people management and communication skills.
• Results-driven mindset with a focus on customer service and operational efficiency.
• Solid understanding of compliance, health & safety, and performance metrics
• Ability to thrive in a fast-paced, high-volume environment.

The InPost process

We pride ourselves on our candidate experience. We want to make this as straightforward as possible, for you and for us! We will try our best to get back to you within a few days to let you know if we’d like to take you to the first stage. This normally involves a 20 minute chat with our Talent Team. If we both feel the connection, you’ll then go through another one or two stages, depending on the level of the role.

At InPost, we love uniqueness. Our strength is our people.

We strive to create an open, equal, inclusive environment in which everyone has the opportunity to flourish and be themselves.