Operations Manager

Citysprint UK Ltd; Birmingham; On-site; GBP 34,000 - 36,000; Full time

Benefits offered by this job

25 days annual leave

Birthday day off

Enhanced parental leave

Mental health support

Healthcare and wellbeing benefits

Death in service cover

Job summary

CitySprint in Birmingham is seeking an Operations Manager to oversee daily courier resources and drive service performance. You will support the Service Centre Manager, lead Operations Controllers and Coordinators, and focus on operational excellence in a fast-paced logistics setting.

The role requires strong communication, organisational skills, and a clear understanding of KPIs, SLAs, and safety standards, with DBS checks as part of the recruitment process.

Qualifications

• Strong understanding of Service Centre operational processes.
• Experience managing operational teams.
• Knowledge of CityTrak and X-Despatch.
• Clear communication of business-critical information.
• Strong organisational skills in fast-moving environments.
• Commercial awareness with KPIs, SLAs and targets.
• Customer-focused relationship building.
• Confident decision-maker leading by example.

Responsibilities

• Manage day-to-day courier resources to maximise efficiency and service performance.
• Support the Service Centre Manager in achieving operational and commercial objectives.
• Lead, coach, and develop Operations Controllers and Coordinators.
• Conduct regular performance reviews and one-to-one meetings.
• Monitor costs and resource allocation to maximise revenue and profitability.
• Build and maintain relationships with customers and stakeholders.
• Ensure customer SLAs and health and safety standards are met.
• Keep systems updated (CityTrak, X-Despatch, Salesforce).
• Support the implementation of new business opportunities with Sales and Account Management.
• Deputise for the Service Centre Manager when required.

Skills

Service Centre processes

Team supervision

CityTrak

X-Despatch

Salesforce

Communication

Organisational skills

KPIs & SLAs

Tools

CityTrak

X-Despatch

Salesforce

Job description

Operations Manager

Location: Birmingham

Salary: £34,000 - £36,000(DOE)

Hours: 40 hours

Shifts: Monday to Friday, Shifts will be between 7 am to 7 pm

Contract: Permanent

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 familyâ€‑friendly days for key life moments, plus death in service cover

The role

As an Operations Manager, you'll play a key role in leading the day-to-day operations of the Service Centre, ensuring courier resources are managed effectively and customer service levels are consistently achieved. You'll support the Service Centre Manager in driving operational performance, commercial growth, and team success within a fast-paced logistics environment.

Why CitySprint

CitySprint is on an exciting journey to become the UK's leading courier services provider. Our investment in our people, technology, and customer experience allows us to deliver market-leading same-day and time-critical logistics solutions. We move quickly, think commercially, and trust our people to make a difference every day.

Who we are

CitySprint is a UK‖wide logistics business delivering sameâ€‑day and timeâ€‑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, which gives 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 pace.

It’s a busy, fast‑moving role where priorities can change quickly, and you’ll be trusted to stay organised, communicate clearly, and solve problems as they arise.

What you’ll be doing

• Managing day-to-day courier resources to maximise efficiency and service performance
• Supporting the Service Centre Manager in achieving operational and commercial objectivesLeading, coaching, and developing a team of Operations Controllers and Coordinators
• Conducting regular performance reviews and one-to-one meetings
• Monitoring operational costs and resource allocation to maximise revenue and profitability
• Building and maintaining positive relationships with customers and key stakeholders
• Ensuring customer SLAs and health and safety standards are consistently met
• Keeping operational systems updated accurately, including CityTrak, X-Despatch and Salesforce
• Supporting the implementation of new business opportunities alongside Sales and Account Management teams
• Deputising for the Service Centre Manager when required

What we’re looking for

• Strong understanding of Service Centre operational processes
• Previous experience managing or supervising operational teams
• Working knowledge of systems such as CityTrak and X-Despatch
• Ability to communicate business‑critical information clearly and effectively
• Strong organisational skills and the ability to reprioritise in a fast‑moving environment
• Commercial awareness with an understanding of KPIs, SLAs, revenue, and performance targets
• A customer‑focused approach and the ability to build strong working relationships
• Confident decision‑maker with the ability to lead by example

All successful candidates will be required to complete a DBS check as part of the recruitment process. Employment offers are subject to a satisfactory DBS check.