Purpose:
The role provides a high level of support to the Control and operations at the Regional Control Centre, ensuring a high level of customer service from booking to completion. This position ensures the service provided meets the standards agreed by the Company with its customers. You will always maintain and develop the Sameday operation in line with the changing demands of the business ensuring that all work undertaken adheres to Company policies and procedures.
Main Duties & Responsibilities:
- Allocation of bookings to Couriers in a fair and transparent manner, and an understanding of the parameters surrounding self-employed status.
- Understanding that excellent customer service is paramount to our brand and the service we aim to deliver.
- Migrating bookings where applicable through the Courier Alliance platform.
- Taking bookings accurately and advising clients of our services.
- Providing relevant levels of resource to the OOH team to achieve SLAs during OOH.
- Implementing and maintaining Service Level Agreements (both client and branch specific).
- Proactively trace and track consignments through to POD and completion, keeping clients and fellow employees informed of any delays or issue.
- The proactive monitoring and forward planning of fleet levels and courier documentation to remain compliant.
- Ensures dockets are input correctly and in a timely manner, reducing courier and client queries and credit notes.
- Ensure all jobs are collected and delivered with agreed timescales.
- Client operational queries are dealt with effectively and promptly and the client is made fully aware of the outcome.
- All relevant and overnight and international consignment information and communication is entered onto the system.
- Courier invoice queries are dealt with effectively and promptly with minimal complaints.
- Ensuring compliance with the Company’s Business Code of Conduct, specifically; adhering to and observing Company ethics and appropriate standard of behaviour expected by employees and third parties, reporting any concerns promptly through the correct channels.
Knowledge, Skills, Qualifications and Experience:
Has a background in Logistics services, particularly in the Sameday courier and spare part supply chain environment and has a knowledge of the IT sector and technology vendors.
Has a proven track record of working with contractors and managing third parties in line with KPI’s and SLA’s (an understanding of IR35 would be advantageous)
Can demonstrate skills and qualifications in, Decision Making, Strategic Planning and Customer Service.
In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.
Your package will include:
- Competitive Salary
- Pension scheme with up to 6% employer matched contributions
- Life assurance
- 25 days holiday + 8 statutory bank holidays
- Holiday buy-back scheme (5 additional days available)
- Salary sacrifice car scheme - A cost-effective way to lease a new car via salary sacrifice (subject to meeting minimum earnings eligibility criteria).
- Established hybrid working structure
- Enhanced maternity and paternity leave
- Employee Assistance Programme supporting wellness with immediate access for you and your family to:
1. Virtual GP consultations and second opinions
2. Mental health support and counselling
3. Online physiotherapy
4. Access to CONNECTPlus long-term health condition support
5. Wellbeing and healthy living support
- Cycle to work scheme
- Professional Membership and Study Sponsorship
- Quarterly employee recognition awards
- Employee referral scheme with financial reward
- Benefits hub with employee retail discounts
- Discounted eye test vouchers
At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.
Security Clearance Requirement
Candidates must be eligible to undergo Baseline Personnel Security Standard (BPSS) clearance. This process includes verification of identity, right to work in the UK, employment history, and a basic criminal records check for unspent convictions. Please note that candidates must have resided in the UK for 3 years to meet BPSS eligibility requirements.
If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.
TVS have signed the Armed Forces covenant and are a forces friendly employer.
Pay: £27,810.00 per year
Benefits:
- Additional leave
- Company pension
- Cycle to work scheme
- Health & wellbeing programme
- Sick pay
Work Location: Hybrid remote in Sheffield
