Job description
Exciting opportunity to join a fast-growing delivery solutions company and work with a diverse team, gain international logistics experience, and grow your career in a dynamic and flexible environment shaping the future of route delivery services.
Company Profile:
Our client is a leading logistics and delivery solutions provider based in England, Great Britain, United Kingdom, specializing in efficient route management and end-to-end delivery services. With a strong commitment to reliability, technology-driven operations, and customer satisfaction, the company offers tailored solutions for businesses across various industries.
Their team of dedicated professionals ensures timely and secure deliveries, leveraging innovative systems to optimize routes and enhance operational efficiency.
Focused on growth and excellence, they are recognized for delivering consistent, high-quality service while supporting a dynamic and collaborative work environment.
Overall purpose and responsibilities of the role:
As an OTR Support Team Leader, you are responsible for managing and supporting a team of advisors, handling escalations, driver interactions, safety incidents, and audits. You oversee workload, set goals, monitor performance, ensure operational standards, lead improvement projects, support recruitment and onboarding, and prepare reports with data analysis for management.
Duties and Responsibilities:
Line Management:
- Coaching and support a team of 2 or more advisors.
- Carry our performance management
- Primary point of contact for escalation by the team
- Facilitate training for the teams development
- Involves running handover calls with evening shift staff, conducting team meetings, and serving as the primary point of contact for escalations.
- The team leader will handle approximately 20-30% of driver interactions while supervisors handle the majority of day-to-day communications.
- Driver communication occurs primarily through chat (80-90%) rather than phone calls due to safety policies preventing calls while driving.
- Handling various escalations including job cancellations, lateness reports, schedule changes, driver sick calls, and safety incidents.
- Involved in safety incidents, creating safety reports for client submission and logging information for investigations.
- Managing escalations that supervisors cannot handle independently and providing guidance on complex issues.
- Involved in collecting driving hours information for audits scheduled in September or October.
Office Support/Administration:
- Be a champion for standardisation of Operational processes
- Review existing Ops SOP/User Guide and create new ones
- Be the document control owner for Operational SOPs
- Supervise the team on daily administrative tasks
Workload Management:
- Ability to set personal workplace goals at least a month in advance
- Ability to cascade monthly goals into weeks and daily deliverables
- Ability to review teams performance – daily, weekly and monthly
Change Management:
- Ability to lead small improvement projects from start to finish
- Ability to liaise with project stakeholders to resolve issues
Recruitment:
- Ability to identify workforce gaps and make plans to resource the team
- Ability to perform candidate screening and eventually interview them
- Ability to carry out new starter induction
Management Reports:
- Ability to create reports in presentation formats – MS PowerPoint, Excel and Word
- Ability to run meetings with clear agenda
- Ability to perform data analysis into root causes
Must‑Have
- At least 3 years of Leadership experience and exposure leading teams of 6 to 10.
- The ideal candidate should demonstrate they have taken something small and made it better through team leadership and process improvements.
- Must be proactive self-starters who can solve problems independently, plan work for others, and break down objectives into weekly tasks.
- Experience in starting projects, challenging existing processes, and asking why things are done certain ways to better serve customers.
- Strong Excel skills are required with Power BI experience being advantageous for report aggregation and data analysis.
- Should be technology-inclined and able to champion integration of tools like Copilot to improve existing workflows and reduce manual processes.
- Knowledgeable in using AI tools like ChatGPT/CoPilot
Core Qualities:
The ideal candidate must possess the below attributes:
- Leadership – personal ownership and accountability
- Career mobility - ambition for progress,
- Problem solver– proffers solutions
- Proactive – self initiative
- Good with people– interpersonal skills
- Courteous – well mannered and professionalism
- Good communication
- Technology curious
- Fast learner and willing to learn very fast
- Above all, must possess good energy.
Communication:
- Fluent in English language
- Must have good communication skill both verbal and written
Technical Proficiency:
- Must have demonstrable Microsoft Office skills – minimum, intermediate level but advanced preferred
- Must be IT literate and familiar with modern workflows (AI) – ChatGPT, CoPilot etc.
- Must be a fast learner to help the team embed soft AI skills – e.g. Microsoft CoPilot
Remarks: Effective communication and articulation of leadership experience in CVs is crucial for candidate evaluation.
