Operations Support Team Leader

JR United Kingdom; Chester; On-site; GBP 28,000 - 40,000; Full time

Job summary

A leading company in the mail and parcels sector is seeking a full-time Operations Support Team Leader to join their operations team in Warrington. The successful candidate will oversee service inquiries, manage team productivity, and track transport operations, ensuring optimal service delivery.

Qualifications

• Excellent attention to detail ensuring compliance and customer service.
• Exceptional organisational skills and effective workload management.
• Strong verbal and written English communication skills.

Responsibilities

• Management of client service enquiries and administration of consumable deliveries.
• Overseeing team productivity and organising structure within the team.
• Tracking and monitoring vehicle routes using transport management systems.

Skills

Organisational skills

Attention to detail

Communication skills

Tools

Microsoft Office

Job description

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Due to our ongoing growth, an exciting opportunity has arisen for a full-time Operations Support Team Leader to join our operations team in Warrington. The right candidate will demonstrate a proven track record of managing demanding and rapidly changing issues within our fleet and ideally have experience within the mail, parcels, and courier market, although this is not essential.

JOB OVERVIEW:

Management of client service enquiries and administration of consumable deliveries and scheduling collections with suppliers and mailing houses in accordance with worksheet instructions. Tracking and monitoring vehicle routes using transport management systems, escalating and re-planning when issues occur. Reporting back to the customer and transport manager.

MAIN DUTIES:

• Overseeing team productivity
• Organising structure and rota within the Operations support team
• Overseeing the Transport Heartbeat calls
• Using available mapping/route tracking systems to monitor service levels against daily plans
• Using TMS to view plans and query deviations on routes, such as route order or missed stops
• Tracking route status with higher frequency for high-risk routes
• Escalating risk routes and informing clients of reforecast collection times
• Monitoring road network issues via Traffic England or similar websites and informing transport operations
• Prioritising high-risk routes or routes for new clients
• Reporting tracking issues and auditing vehicle tracking and sat-navs
• Responding promptly and professionally to inbound client service requests
• Monitoring collections and consumables orders daily
• Sending/receiving collection confirmations
• Compiling and completing forecasts for suppliers
• Checking mailing processes as required
• Prioritising and allocating mail in the operations inbox (Outlook)
• Assisting the operations team with other tasks
• Booking collections and transport as needed
• Submitting reports within set timeframes
• Building operational relationships with clients and mailing houses for efficient service
• Liaising with Business Managers and Client Services about issues/delays

ABOUT YOU:

• Some geographical aptitude is an asset but not essential; willingness to learn is key
• Excellent attention to detail ensuring compliance and customer service
• Exceptional organisational skills and effective workload management
• Experience with Microsoft Office and other office systems
• Strong verbal and written English communication skills, polite and professional