Carrier Service Manager

Job Description

We have an exciting new position for a Carrier Service Manager to join us.This is a home-based role with occasional travel to our depots in the Midlands and the South. On occasion you will be required to visit Whistl sites at Marlow, Bristol, Bedford, Lutterworth, Northampton and Rushden as well as carrier hubs based at Hatfield,Wednesbury, and Rugby.Reporting to our Senior Tracked Carrier Service Manager, this is a multi-functional role within the UK carrier business, spanning carrier management through liaison with the carriers, operations, customer services, commercial, and sales. A truly all-encompassingrole.The Carrier Service manager will represent best practice in carrier, operational, commercial, and customer service for domestic carriers.This role involves using a detailed knowledge of carrier process and data flows to identify and support teams across the domestic carrier chain to deliver quality and consistent levels of service not only to our suppliers but to drive excellence in serviceto customers and the recipients of our delivery service.In addition, the role will be required to support the customer through their various peaks and non-peak times. This work will include, but not be limited to:

• liaising with all carriers, transport planning, transport, and operations on a daily basis to ensure an efficient, timely, and accurate handover of traffic
• monitoring the performance of carriers to ensure they are operating to SLA
• providing functional and technical expertise to support the commercial and operational teams
• assisting with ensuring all surcharges from carriers are accurate, raising and resolving any disputes
• managing carrier slot requests on a daily/weekly basis to ensure slots are booked/cancelled with the relevant carrier
• assisting transport teams with queries in relation to carriers
• assisting commercial team with carrier queries and onboarding new customers to carriers
• liaising with carriers to follow their onboarding process of new customers
• being the point of contact for any low priority complaints from carriers such as poor packaging/labelling
• dealing with any discrepancies or disputes between carriers and operations or other departments
• being the escalation point where all avenues have been explored with Customer Services. Liaising with carriers where service appears to have been impacted
• coordinating and communicating peak planning and carrier deliveries and opening times around holiday periods
• conducting regular visits to Whistl depots and carrier hubs to audit customers, volume and size of traffic, arrival and departure times
• working collaboratively with all business functions and colleagues to ensure all methods / processes deliver the expected benefit to the international business case and to our customers
• identifying and documenting best practices to ensure continuous project and process improvements
• determining work priorities in accordance with the workload, deadlines, and change requests and recommending adjustments to resource plans as needed
• using knowledge, experience, and feedback from various sources to provide recommendations and measuring the success of these
• representing various function, customers, and recipients and providing accurate and timely feedback
• supporting carrier team functions in resolving complex queries and investigations using effective communication and mediation techniques

This Carrier Service Manager role would suit candidates with skills or experience as a Tracked Carrier Service Manager or in management, carrier management, transport planning, transport and operations, and communication skills.Benefits

• Private health care
• Enhanced Annual Leave entitlement, starting at 31 days
• Access to our prestige Benefits and Rewards Portal
• Long Service Rewards
• Health Cash Plan
• Life Assurance Scheme
• Career development opportunities
• Access to a well-established Employee Assistance Programme
• And other excellent benefits youd expect from a market leader

Essential Skills

• Excellent customer service skills
• A knowledge of the tracked and untracked postal/parcel industry and relevant competitive marketplace
• Ability to plan, organise, and schedule workflow in a short time frame
• Intermediate to advanced Excel, PowerPoint, and Word skills
• Excellent English language skills - both verbal and written
• Understanding of quality standards and frameworks
• Data interpretation and analytical strengths
• In-direct management experience and strong influencing skills with the ability to interact effectively at all levels
• Confidentiality and compliance within a regulatory environment
• UK Driving License
• Ability to travel UK-wide and stay away from home as and when necessary
• Experience in fulfilment software platforms or similar software applications

About CompanyWhistl are a delivery management company providing efficient, high-quality, and competitively priced services across Business Mail, Parcels, Fulfilment and Doordrop Media both in the UK and internationally. Distributing more than 4 billionitems annually, we are market leaders in Downstream Access Mail (DSA) services handling over 50% of bulk business mail in the UK.Whistl is a Disability Confident employer and is committed to equal opportunities for all in all of our employment policies and practices.Due to the nature of our business, this role may be subject to a basic DBS check.

Keyskills :
Transport PlanningCarrier ManagementCarrier Service ManagerTransport and Operations