OOH Service Delivery Frontline Manager (Night Shift)

Join our vibrant team at Crown SDS with an exciting opportunity to contribute to our rapidly growing business. Our mission is to deliver a cost-effective, reliable, efficient, and sustainable service that exceeds our customers' expectations and aligns with our company goals.

As the OOH Front Line Manager, reporting directly to the Operations Manager, your primary responsibility will be overseeing a team of service delivery coordinators. Your focus will be on ensuring they consistently deliver exceptional service to our customers while maximizing profitability in line with our margin targets.

Your role includes:

• Managing, coaching, and developing the OOH Service Delivery Coordinators to achieve margin KPIs and customer SLAs.


• Ensuring a consistently high standard of customer service from the OOH Service Delivery Coordinators.


• Cultivating strong relationships with key customers, drivers, and internal departments, serving as a crucial link to Account Managers and other Front Line Managers.


• Ensuring prompt and professional responses to all customer and driver requests.


• Maintaining continuous communication with customers and drivers throughout the service provision process.


• Taking a proactive approach to identify and address potential issues before they arise.


• Having full autonomy over costing and charging for all jobs.


Working hours are 4 on 4 off Night Shift 7pm to 7am

Your responsibilities and duties include:

• Performance management of OOH Service Delivery Coordinators to meet margin KPIs and customer SLAs.


• Monitoring and improving communication channels with key customers.


• Acting as the point of escalation for queries, issues, and complaints from OOH Service Delivery Coordinators.


• Conducting 1-2-1s, appraisals, and Performance Reviews for OOH Service Delivery Coordinators.


• Managing attendance performance and sickness.


• Monitoring calls and providing coaching for improved telephone service.


• Managing team roster, annual leave, and staff training.


• Ensuring accuracy in customer and driver pricing.


• Handling invoice queries, invoicing preparation, and driver discrepancy processes.


• Collaborating with Account Management and the Commercial Team on new solutions and cost models.



• Maximizing profit by managing job margins and minimizing losses.


• Ensuring compliance with statutory law, company policies, and health & safety guidelines.
  
  Level 3 Leadership qualification or equivalent preferred. (requirement of role is to study for this if not qualified)


• Strong prioritization skills based on scheduling and resource availability.


• Demonstrated attention to detail.


• Ability to work independently while also being a team player.


• Proficiency in Word, Excel, and Outlook.


• Drive and ambition for career progression.


• Flexibility in work approach and availability.


• Excellent time management and problem-solving skills.


• Effective oral and written communication abilities.


• Previous Experience in working night shifts preferred.


• Logistics experience desired but not essential


In addition to the criteria listed, candidates should have at least three years of experience in managing people, showcasing their ability to lead, motivate, and develop teams effectively, crucial for this role's success.,
• Certificate of Higher Education (preferred), Logistics: 1 year (preferred)


• Night Shift work: 1 year (required)


• Team Management: 3 years (required)
  
  Job Types: Full-time, Permanent


Pay: From £30,000.00 per year

Benefits:

• Company pension


• Health & wellbeing programme


• On-site parking


• Sick pay


• Store discount


Schedule:

• 8 hour shift


• Day shift


• Monday to Friday