Lead a High-Performing Night Operations Team and Make a Real Impact
Shift Pattern: 4 on / 4 off
Hours: 7:00pm – 7:00am
Are you an experienced people manager who thrives in a fast-paced operational environment? Do you enjoy leading teams, solving problems, and ensuring customers receive exceptional service around the clock?
We're looking for a motivated and proactive Out of Hours Front Line Manager to lead an overnight team of Service Delivery Coordinators. This is a key role where you'll be responsible for maintaining service excellence during critical out-of-hours operations, supporting customers and drivers, and ensuring the smooth running of our services overnight.
As the operational leader on shift, you'll have the opportunity to make decisions, solve challenges in real time, and play a vital role in delivering outstanding customer experiences while driving team performance and profitability.
Why Join Us?
✅ Take ownership of a critical out-of-hours operation
✅ Lead and develop a dedicated overnight team
✅ Make real-time decisions that directly impact customer satisfaction
✅ Join a supportive and growing business
✅ Access opportunities for career development and progression
✅ Enjoy a structured 4 on / 4 off shift pattern providing a great work-life balance
The Role
As our Out of Hours Front Line Manager, you'll lead by example, ensuring service levels are maintained throughout the night while supporting and developing your team.
You'll create a positive and accountable working environment, proactively manage operational challenges, and ensure customers, drivers and stakeholders receive excellent support during out-of-hours periods.
What You'll Be Doing
- Leading, coaching and developing a team of Service Delivery Coordinators during overnight operations.
- Creating a positive, high-performing culture focused on customer service and operational excellence.
- Acting as the key escalation point for customers, drivers and operational issues outside of standard business hours.
- Building strong working relationships with customers, drivers and internal stakeholders.
- Monitoring live operations and making informed decisions to resolve issues quickly and effectively.
- Proactively identifying service risks and implementing solutions before they impact customers.
- Taking ownership of overnight pricing and job costing decisions to maximise commercial performance.
- Ensuring clear communication and handovers between day and night operations teams.
- Driving team performance against service levels, KPIs and commercial objectives.
Key Responsibilities
- Managing individual and team performance against key operational targets.
- Conducting regular 1-2-1 meetings, performance reviews and development discussions.
- Coaching and mentoring team members to support their growth and success.
- Managing attendance, absence, annual leave and shift coverage.
- Monitoring service quality and customer interactions, providing feedback where required.
- Ensuring accurate customer and driver pricing.
- Managing invoice queries, invoicing preparation and driver discrepancy processes.
- Working closely with Account Managers, Commercial Teams and wider operational departments.
- Identifying opportunities to improve efficiency, service quality and profitability.
- Ensuring compliance with company policies, Health & Safety requirements and statutory regulations.
- Producing comprehensive shift handovers and operational reports.
What We're Looking For
Essential
- Minimum 3 years' experience in a people management role.
- Proven ability to lead, motivate and develop high-performing teams.
- Strong communication and stakeholder management skills.
- Excellent planning, organisational and prioritisation abilities.
- Calm and confident decision-maker under pressure.
- Strong problem-solving skills and a proactive approach.
- High attention to detail and accuracy.
- Ability to work independently and take ownership of operational decisions.
- Proficiency in Microsoft Word, Excel and Outlook.
- Experience working night shifts
- Drive and ambition to develop your career.
Desirable
- Level 3 Leadership qualification (or willingness to work towards one).
- Experience within logistics, transport, customer service or service delivery environments.
- Dangerous Goods knowledge or experience.
- Experience managing teams within a 24/7 operational environment.
Ready to Lead When It Matters Most?
This is an exciting opportunity for an experienced leader who enjoys working in a dynamic operational environment and making a real difference during critical out-of-hours periods.
If you're passionate about developing people, delivering exceptional customer service and driving performance, we'd love to hear from you.
Apply today and take the next step in your leadership career
Job Types: Full-time, Permanent
Pay: From £36,000.00 per year
Benefits:
- Company pension
- Health & wellbeing programme
- Life insurance
- On-site parking
- Sick pay
- Store discount
Ability to commute/relocate:
- Tamworth B78 3HH: reliably commute or plan to relocate before starting work (required)
Experience:
- Logistics: 1 year (preferred)
- night shift working : 1 year (required)
- People management: 3 years (required)
Work Location: In person
