We are currently recruiting for an experienced Express & Courier Manager to join a fast-paced logistics operation, taking responsibility for the day-to-day management of Express and Courier customer service operations.

This is a hands on management position where you will lead and develop two busy teams of up to 20 people, while working closely with customers and internal departments to ensure a high level of operational and customer service delivery.

As Express & Courier Manager, your responsibilities will include:

• Managing the day-to-day customer service delivery for the Express & Courier client base.
• Leading, developing and resource planning across two fast-paced teams of up to 20 people.
• Managing and resolving customer complaints, negative feedback and operational issues.
• Overseeing gross profit analysis, sales invoicing and job costing accuracy.
• Identifying and following up business development opportunities with existing and prospective customers.
• Supporting operational development and identifying opportunities for cost savings and process improvements.
• Reviewing processes regularly and implementing improvements to operational efficiency.
• Keeping up to date with Express, Time Critical and Courier market trends, products and industry developments.
• Building and maintaining strong internal and external customer relationships.
• Ensuring client requirements and internal processes are accurately documented through SOPs.
• Managing the implementation and onboarding of new business.
• Training and supporting new employees across operational and account procedures.
• Ensuring compliance with HMRC import entry requirements, including regular self-auditing of import entries.

Key Skills:

• Previous experience managing customer service/operations teams.
• Experience managing teams of up to 20 people.
• Strong knowledge of customs procedures for imports and exports via CDS.
• A good understanding of HMRC import entry requirements and customs compliance.
• Experience within AOG / Time Critical logistics would be highly beneficial.
• Strong commercial awareness, including job costing, invoicing and gross profit.
• Excellent customer service and relationship-management skills.
• The ability to identify operational improvements and drive change.
• Strong communication, organisational and problem-solving skills.
• The flexibility to provide out-of-hours escalation support when required.

Monday to Friday 9.00-17.30pm (Can be flexible)

Out of hours for escalation