Total accountability for the management of a Customer Service Experience . To lead the team to sort,prepare and deliver all parcels to the required specifications and within the set operational standardsto achieve excellent customer service and maximise performance against the full range of scorecardmeasures.
- Accountable for achievement of safety/people, customer, efficiency and financial Key PerformanceIndicators (KPIs).
- Lead, support and coach the full team to maximise their performance in the interests of KPIimprovement and excellent customer service.
- Focuses on team communications and involvement through the effective use of WTLL, daily huddlesand one to one interfaces – to ensure their team fully understands the business strategy and the roleof their unit.
- Accountable for compliance to operational standards and SOPs for safety, quality, fleet and people,using data and analysis to drive continuous improvement in these areas.
- Accountable for the efficient management of the office budget, having plans in place to continuouslyimprove performance to hit and over achieve targets.
- Responsible for safeguarding customer relationships through the proactive management of quality,prompt redress of customer complaints and the customer centric management of the service point/enquiry office.
- Accountable for effective resource management. Holds a manpower plan that aligns to trafficforecasting, where supply and demand are managed seasonally to optimise efficiency.
- Actively works in partnership with the CWU Trade Union and within the structure of national agreementsto grow the relationship in the unit, with a focus on weekly resource meetings and regular safetyinterfaces.
- Responsible for coaching and driving individual and team performance within the unit based uponclearly defined core standards and responsibilities, ensuring all tasks are completed at the correct level.
- Manage all unit assets including fleet, equipment (PDAs, trolleys), facilities and buildings, ensuringbusiness, safety and legal compliance. Hold the Operator license for the site where necessary.
