Team Leader - Courier Division

emedgroup; Greater London; On-site; GBP 28,000 - 36,000; Full time

Job summary

EMED Group is recruiting a Team Leader to join our Courier Services in Northwest London. The role provides first-line management for operational staff to ensure service excellence and compliance.

You will lead courier drivers, support customer-focused delivery, and collaborate with the Operations and Contract Managers to meet KPIs while fostering a safe, efficient, and reliable courier service.

Qualifications

• Proven leadership in a busy operational setting.
• Experience coaching and supervising operational staff.
• Strong communication and customer service focus.
• Understanding of regulatory requirements in a healthcare/courier context.
• Proficient with MS Office and payroll systems.

Responsibilities

• Lead day-to-day courier driver activities with effective deployment and support.
• Ensure safe, efficient completion of planned activity and high customer service standards.
• Support Operations and Contract Managers to meet contractual KPIs and standards.
• Monitor service activity, route performance and driver availability; escalate risks.
• Provide ideas to improve service delivery, efficiency and customer experience.
• Provide first-line leadership, coaching and performance management to courier drivers.
• Conduct performance reviews and onboarding activities as required.
• Identify training needs and promote a culture of safety and professional standards.
• Support recruitment and onboarding activities as needed.
• Ensure compliance with policies, health and safety, data protection and conduct standards.
• Assist with safety checks and base compliance; monitor PPE and vehicle hygiene.
• Oversee data management across the team and timely reporting.
• Facilitate timely updates and data-driven decision making for continuous improvement.
• Take care of personal and team health and safety and promote safe systems of work.

Skills

Team leadership

Coaching

Communication

Customer service

Problem solving

Data management

Microsoft Office

Payroll knowledge

Regulatory/compliance

Driving licence

Organisational skills

Multitasking

Adaptability under pressure

Attention to detail

PDAs

Tools

PDAs

Job description

We are currently recruiting a Team Leader to join our Courier Services in Northwest London, NW10 6RJ.

This role is a dynamic operational role, and the post holder will provide first line management support to the operational staff in area to ensure that through joint working that EMED Group provides the best possible service for its customers and employees.

Role and Responsibilities

Business performance and service delivery

• Lead and coordinate the day-to-day activities of Courier Drivers, ensuring effective deployment, communication and support across the service.
• Deliver excellent customer service by supporting the prompt departure of Courier Drivers from base and ensuring planned activity is completed safely and efficiently.
• Support the Operations Manager and Contract Manager in delivering contractual requirements, operational standards and key performance indicators.
• Monitor service activity, route performance, driver availability and operational risks, escalating issues appropriately.
• Provide innovative ideas and practical recommendations to improve service delivery, efficiency, quality and customer experience.

People management and colleague support

• Provide first-line leadership, coaching and guidance to Courier Drivers, setting clear expectations for conduct, attendance, performance, professionalism and service standards.
• Conduct probationary reviews, return-to-work meetings, absence meetings and appraisal discussions in line with company policy and agreed authority levels.
• Identify training, competence and development needs, ensuring gaps are escalated and addressed through appropriate channels.
• Promote colleague engagement, teamwork and professional standards, supporting a positive culture focused on safety, reliability and service excellence.
• Participate in recruitment, induction and onboarding activity where required, supporting new colleagues to understand expectations and operational routines.

Compliance, quality and safety

• Ensure colleagues work in line with company policies, procedures, contractual requirements and regulatory expectations, including health and safety, confidentiality, data protection and code of conduct standards.
• Assist the Compliance Team with daily, weekly and monthly health and safety base checks, ensuring the base and any equipment remain compliant at all times.
• Monitor uniform, PPE, vehicle cleanliness, equipment readiness and hygiene standards across the team.
• Complete, review and ... incident reports, hazards, near misses, complaints and operational concerns in line with company processes.
• Support audits, investigations, risk assessments and improvement actions as required by the Operations Manager, Contract Manager or wider management team.

Fleet, resources and information management

• Liaise with the Fleet Supervisor and operational colleagues to ensure vehicles are available, suitable for road use, clean, hygienic and fit for service.
• Undertake and support vehicle checks to ensure performance, safety and hygiene standards are maintained.
• Support effective use of resources including vehicles, stock, equipment, keys, PDAs, holidays, sickness cover and operational assets.
• Ensure personal data management systems and colleague records are accurate, timely and maintained in line with data protection, payroll and annual leave requirements.
• Provide timely updates, reports and data to support performance management, decision making and continuous improvement.

Health and Safety

• Take reasonable care of personal health and safety and that of patients, colleagues, visitors and others affected by the service.
• Promote safe systems of work, dynamic risk assessment, safe moving and handling, lone working, vehicle safety and infection prevention requirements.
• Ensure defects, hazards, unsafe practices and incidents are reported, escalated and followed up through the appropriate channels.
• Support colleagues to complete required health and safety training and apply learning consistently in operational practice.

Attend training and complete satisfactorily to be able to undertake a full range of duties.

What are we looking for?

• Full UK manual driving licence.
• Experience of working in a highly regulated, complex operational environment, ideally with an understanding of healthcare logistics or courier services.
• Experience of leading, coaching or supervising operational colleagues, ideally within a multi-site or shift-based service.
• Passion for patient care, customer service and delivering a highly effective, reliable courier service.
• Computer literate - knowledge of Microsoft Office, Personnel and Payroll Packages.
• Excellent communication skills, both written and verbal, with the proven ability to engage professionally at all levels within an organisation.
• Commercial awareness and experience of supporting delivery against key performance indicators within a regulated industry.
• Strong organisational, problem-solving and prioritisation skills, with the ability to multi-task, remain calm under pressure and use initiative.
• Ability to coach, guide and support colleagues to deliver consistent standards.
• Meticulous attention to detail, including accurate record keeping, compliance checks and data management.
• Commitment to EMED values, leadership behaviours, teamwork, safety and continuous improvement.
• A minimum of one-year recent management/supervisor experience.