Senior Courier - OXF
The primary purpose of this role is of a supervisory nature to manage and lead a loop of couriers to fulfill their daily tasks and responsibilities. This includes conducting performance dialogues to discuss performance/KPI’s for their loop, annual appraisals and regular one to one meetings with each of their direct reports. As part of the management of the loop, this role is required to cover courier routes due to planned or unplanned absences.
The Senior Courier will manage an assigned loop of couriers who perform delivery and collection of shipments with the associated documentation in accordance with Company and Network Standards and is required to ensure that these standards are met and customer satisfaction is achieved. The Senior Courier covers for planned and unplanned absenteeism of Couriers to ensure service levels are maintained in all circumstances. The Senior Courier may also be asked to cover for the Operations Managers in their absence where required.
Specific Role Challenges (key focus areas/challenges expected for post holder)
Ability to lead and motivate a group of couriers to perform and hit all relevant KPI’s including productivity/GSOP KPI’s.
Manage underperformance where required, initially informally through coaching.
A Senior Courier will also cover numerous routes out of a Service Centre and therefore has to have local knowledge and be adaptable to new routes (on an ad hoc basis) as well as the ability to work under pressure.
Focus on managing the balance of cost vs service
Cover for operations managers when needed, to ensure Service Centre KPI’s are achieved and maintained.
Manage the loop of couriers who perform pick-up and delivery of shipments with the associated documentation in accordance with Company and Network Standards.
Lead team to sort and prioritise their own workload (including multiple route sort/Loop Management) to deliver ultimate productivity and ensure time commitments and SLAs are met.
Achieve and manage KPI targets and monitor team member’s performance against these to ensure service centre goals are achieved.
Ensure all couriers are meeting delivery exception targets for right time customer hit rate and managing underperformance accordingly.
Ensure loop conforms to safety standards (vehicle and working environment)
Ensure accurate recording of working and driving hours to comply with road transport regulations.
To project a high quality DHL image both internally and externally and provide the highest quality service to our customers at all times. E.g. uniform, vehicles cleanliness.
Cover all tasks within courier job profile when required
Take a shared responsibility for own development and attend training courses that will be dictated from time to time
Be prepared to drive a heavy goods vehicle or undertake training if needed to support operational requirements
Process inbound and outbound material – sorting, bagging and repacking where necessary
Safety and security: Adhere to country laws and regulations, company and third party rules and standards.
Adhere to customs / import / export procedures.
All employees engaged in activity on behalf of DHL International (UK) Ltd are to comply with all applicable security procedures
All employees are to bring any potential security breaches or concerns to the attention of their supervisors
Represent DHL in a professional and efficient manner in order to increase customer satisfaction.
Communicate with colleagues ensuring that service delivery levels are consistently high.
Act as main point of contact within the Courier department for day to day issues, disputes and customer queries both internal and external.
Identify and communicate sales opportunities, business at risk, competitor activity, and support new and existing customers.
A professional interest for Safety and Security of yourself, colleagues, customers and the general public.
Lead, motivate and manage the team to perform their duties to the best of their ability.
Provide backup (where necessary) to administrative and operational tasks, necessary to ensure the correct functioning of the Service Centre.
Arrange appropriate cover for holidays, sickness and any other absences.
Ensure new recruits have completed all relevant training and assessments such as; driving forklift & other vehicles assessments, Health & Safety, CIS induction, Legs & Regs.
Conduct daily briefs, PD’s and debriefs with all team members to ensure they have been updated with company communications, processes, team and general updates.
Complete regular 121 reviews and annual appraisals with team members.
Manage and comply with our sickness, absence and performance management policy. Conducting investigations and PIPs when required.
Complete all required management development training, including CIM and CIM Supervisory.
Excellent people management skills with the ability to lead and motivate a team
Strives for a high performing culture for themselves and their team
Sound decision making and communication skills.
Ability to work effectively under pressure.
Flexible working approach with a friendly and enthusiastic attitude.
Be a good team player with the ability to work on own initiative and meet tight deadlines.
Excellent organisational skills and the ability to prioritise.
Highly professional, accurate and effective work ethic.
Willingness to change.
Diligent and critical of detail.
Usage of sophisticated IT tools.
Demonstrates respect and result focused behavior’s.
Displays the CIS attributes of can do, passion, speed and right first time.
Full UK driving license
C1, 7.5 ton License (preferred)
FLT license (Preferred)
Possession of, or would be prepared to obtain, a digital tachograph card
Experience in a courier role
Supervisory/management experience (preferred)
Zahlen und Fakten
DHL Express UK
No Business Travel
Day time only