Time-Critical Express Operations Manager

Willis Global; Hounslow; On-site; GBP 45,000 - 55,000; Full time

Benefits offered by this job

Overseas travel potential

Flexible working hours

Job summary

Willis Global seeks an experienced Express & Courier Manager in the London Heathrow area to oversee time-critical operations and customer service delivery. You will work under the Express / Operations Director, handling client escalations, profitability, staff development, and supplier management.

Key duties include leading a 20-person team, developing staff, improving processes, and ensuring SOPs and HMRC entry regulations are met. Travel may be required.

Qualifications

• Proven experience managing a team in express/courier operations.
• Ability to lead customer service teams and improve service delivery.
• Strong commercial awareness and profitability focus.

Responsibilities

• Oversee Time Critical Operations and Customer Service for Express and Courier teams (team of 20).
• Manage Express / Courier Customer Service Teams, including staff development and resource planning.
• Follow up and resolve negative feedback on operations and service delivery.
• Maintain gross profit analysis, and ensure accurate sales invoicing and job costing.

Skills

People management

Customer service

Team leadership

Commercial awareness

Tools

CRM database

Excel

BoxTop

Job description

Willis Global seeks an experienced Express & Courier Manager in the London Heathrow area to oversee time-critical operations and customer service delivery. You will work under the Express / Operations Director, handling client escalations, profitability, staff development, and supplier management.

Key duties include leading a 20-person team, developing staff, improving processes, and ensuring SOPs and HMRC entry regulations are met. Travel may be required.