Operations Support Team Leader

JR United Kingdom; Manchester; On-site; GBP 28,000 - 38,000; Full time

Job summary

A leading company in the mailing and courier sector is looking for a full-time Operations Support Team Leader in Manchester. The successful candidate will be responsible for managing client service inquiries, overseeing team productivity, and ensuring effective communication with clients and partners. The role demands exceptional organizational skills and proficiency in Microsoft Office, with a focus on maintaining high customer service standards.

Qualifications

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

Responsibilities

• Overseeing team productivity and organising structure within Operations support team.
• Monitoring service levels against daily plan using mapping systems.
• Responding to client service requests promptly and professionally.

Skills

Attention to Detail

Organisational Skills

Communication Skills

Tools

Microsoft Office

Job description

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Operations Support Team Leader, Manchester

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Client:

The Delivery Group

Location:

Manchester, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

5

Posted:

16.06.2025

Expiry Date:

31.07.2025

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Job Description:

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 be able to demonstrate a proven track record of successfully 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 the administration of consumable deliveries and scheduling collections with suppliers and mailing houses in accordance with worksheet instructions. Tracking and monitoring of vehicle routes using transport management systems. Escalating and re-planning when any 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 effectively monitor service levels against the daily plan.
• Using TMS to view plans and query any 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 keeping transport operations informed
• Prioritising high-risk routes or routes for new clients
• Reporting tracking issues and auditing vehicle tracking and sat-navs
• Responding to inbound client service requests promptly and professionally
• Monitoring collections and consumables orders daily
• Sending/receiving collection confirmations
• Preparing and completing forecasts for suppliers
• Checking mailing processes as required
• Prioritising and allocating mail delivered to the operations inbox (Outlook)
• Assisting the operation team with other reasonable tasks
• Booking collections and transport as needed
• Submitting reports within set timeframes
• Building operational relationships with clients and mailing houses for smooth service
• Liaising with Business Managers and Client Services about issues/delays with mailings

ABOUT YOU:

• Geographical aptitude is a plus but not essential; willingness to learn is key.
• Excellent attention to detail ensuring compliance and high customer service levels
• Exceptional organisational skills and effective workload management
• Proficiency in Microsoft Office and other office systems
• Strong verbal and written communication skills in English, polite and professional with colleagues and clients