Department: Transport Team
Job Title: Transport Coordinator
Experience : 1- 5 Years
Reports to: Transport Manager
Location: Furdeco, Willenhall Lane, Bloxwich WS3 2XN
Contract: Full time
Hours: 12pm - 9pm
Job Purpose
The Transport Coordinator will support the day-to-day operation of the Delivery & Transport Department, helping to ensure deliveries are completed efficiently, safely and to a high standard.
The role will involve working closely with delivery crews, customers, claims and operational teams to resolve issues, monitor performance and improve delivery standards. The successful candidate will also develop a strong understanding of vehicle and crew allocation, fleet management, telematics and crew performance.
This is a varied operational role suited to someone who is organised, confident communicating with people and comfortable analysing information to identify problems and opportunities for improvement.
Key Responsibilities
Delivery Crew Support & Communication
- Communicate directly with delivery crews regarding customer complaints, delivery issues and reported damages.
- Respond to and investigate delivery crew queries, providing appropriate support and guidance.
- Build positive working relationships with delivery crews and ensure operational information is communicated clearly and promptly.
- Assist with resolving day-to-day operational issues affecting delivery crews.
- Monitor recurring issues and identify opportunities to improve crew performance and customer experience.
Claims & Complaints
- Respond to customer claims, complaints and delivery-related issues in a professional and timely manner.
- Investigate complaints and damages by gathering relevant information from delivery crews and internal systems.
- Work with relevant departments to ensure complaints and claims are appropriately resolved.
- Identify recurring causes of complaints, damages and failed deliveries and report trends to management.
- Maintain accurate records of complaints, claims and outcomes.
Vehicle & Crew Allocation
- Develop a strong understanding of vehicle and delivery crew allocation.
- Assist with the daily planning and allocation of vehicles and crews to delivery routes.
- Support the Transport Manager with resource planning to ensure operational requirements are met.
- Understand vehicle capabilities, crew requirements and route demands when assisting with allocation decisions.
- Help identify potential resourcing issues before they impact delivery performance.
Fleet Management & Telematics
- Support the day-to-day management and monitoring of the company fleet.
- Assist with reviewing vehicle performance, utilisation and operational data.
- Develop an understanding of telematics systems and how they can be used to improve fleet efficiency and driver/crew performance.
- Support the analysis and future implementation/development of telematics systems.
- Identify trends in vehicle usage, driving behaviour and operational performance and highlight areas requiring attention.
Crew Behaviour & Performance
- Monitor delivery crew behaviour and performance using available operational data and systems.
- Review driving and operational behaviours and identify areas for improvement.
- Work with management to address recurring performance or behavioural issues.
- Provide accurate information and reports to support performance discussions.
- Promote a positive culture focused on safety, professionalism, customer service and operational standards.
Delivery Performance & Customer Feedback
- Monitor delivery failures, including failure codes and the reasons behind failed deliveries.
- Analyse delivery failure trends and identify recurring issues.
- Monitor and review Trustpilot feedback relating to delivery performance and customer experience.
- Use customer feedback and operational data to identify opportunities for improvement.
- Escalate significant or recurring issues to the Transport Manager or relevant department.
- Assist with producing regular performance reports and updates.
Key Skills & Experience
- Previous experience in transport, logistics, delivery operations, fleet administration or a similar operational environment is desirable.
- Strong communication and interpersonal skills, with the confidence to speak directly with delivery crews and internal teams.
- Excellent organisational skills and the ability to manage multiple issues at the same time.
- Strong problem-solving skills and a practical approach to resolving operational issues.
- Good attention to detail, particularly when reviewing complaints, claims and performance data.
- Comfortable working with spreadsheets, databases and operational systems.
- Ability to analyse information and identify trends or recurring problems.
- Confident dealing with challenging conversations in a professional and constructive manner.
- Ability to work under pressure and respond quickly to changing operational requirements.
- A genuine interest in transport, fleet management and improving delivery performance.
Pay: £27,000.00 per year
Benefits:
- Free parking
- On-site parking
Work Location: In person
