Service Delivery Manager - Newcastle Upon Tyne

Service Delivery Manager - Newcastle Upon Tyne

Biffa plc is the leading nationwide integrated waste management business providing collection, treatment, recycling and technologically-driven energy generation services. Through the expertise of our people and investment in technology we promote and deliver sustainable waste management solutions.

Job Purpose

To efficiently and effectively manage the day-to-day operations of the Traffic Office, whilst delivering and maintaining first class customer service against pre-defined business KPIs. This role will work alongside the Transport Manager role to support the depots financial, safety and service performance.

Principal Accountabilities

1 Provide leadership, give work instructions and monitor the performance of the traffic dispatcher team i.e. Review of Depot KPI’s- Service, Safety and Profitability.

2 Manage, motivate, train and develop team as required.

3 Deal effectively with underperformance, implementing disciplinary procedures as appropriate

4 Absence management, e.g. conduct return to work interviews.

5 Manages the planning process for mobilisation of new work and tactical re-routes. Manages the seasonal challenges of Bank holidays and Christmas holidays ensuring the resources and routes are optimised according to customer needs.

6 On a daily basis ensures routing and service issues are dealt with and is ultimately responsible for the customer service experience. From time to time they may conduct customer visits.

7 Together with the BIM follows up on ART logs and is constantly driving down and effectively dealing with QLS.

8 Contribute toward on-going cost control, actively seeking to improve efficiency, reduce operating costs, increasing margin and meeting budget targets set.

9 Ensure that all aspects of Health & Safety are adhered to, including H&S induction and training, operating procedures, near miss reporting and emergency procedures.

10 Maintain a good working relationship with internal and external customers.

11 Deputise for the Depot Manager and carry out other reasonable tasks as the Company may require from time to time

12 Carry out such reasonable tasks as might be required by the Company from time to time.

Nature and Scope

Customer Focus

• Support the growth of the Depots customer base.

• Manage service levels and ensuring that corrective action is taken as appropriate.

• Ensure legislator compliance at all times by all staff

• Drives a lean culture throughout

• Supports that management of operations for current and future demands

Performance

• Supports the development of the operation and teams to meet financial and efficiency targets through a continuous improvement approach.

• Deliver improving financial performance for the operation, ensuring the site meets budget commitments.

• Ensure core performance metrics are met and where possible exceeded.

People Management and Team Work

• Coaches staff where appropriate

• Optimises resources and continuously reviews the operations to improve profitability and customer service, managing change where necessary

• Leads and motivates staff through positive employee engagement through open communication

• Supports the delivery of the strategy to develop the site as a whole by identifying and sharing best practice with peers

• Supports Continuous Improvement to introduce new working practices and to develop a continuous improvement culture

Integrity

• Ensures that all relevant legislative requirements are adhered to and that Company procedures and standards (including Health and Safety, personnel, finance and Transport) are maintained. Where necessary making regular checks in all parts of the operation including the branch site, vehicles and customer premises and ensuring that all operational equipment is maintained

• Supports with disciplinary matters, including dismissals, and appeals and grievances in line with Company policy

Person Specification

Education / Qualifications

• Minimum GCSE or equivalent in Maths & English

• ‘A’ Level/Degree

• IOSH Certificate

• CPC

Experience

• Experience as Traffic Manager or position of similar responsibility in Services or Logistics industry

• People and health & safety management in a unionised environment

• Proven track record of working to clearly defined service delivery KPI’s

• Demonstrable experience of successful resource management / cost control

• Lean Management Understanding

• Experience with route planning software such as Route Monkey, DPS (LogiX) etc

Technical Knowledge

• Transport legislation

• Local geographical knowledge

• Good transport / logistics knowledge

• Knowledge of existing and impending environmental and health and safety legislation environment

• Knowledge and understanding of the requirements of working within a time critical service environment

• Knowledge of production management

• Waste industry knowledge including relevant laws

Skills and Behaviours

• Strong Commercial background

• Experience of operational line management

• Experienced in people management in a Trade Union environment

• Experience of managing in a labour intensive, multi-shift environment

General

• Willingness to travel within the UK for business meetings and project work at other locations

In return we offer a competitive package, excellent benefits and real career progression.







Requirements

  • CPC,IOSH,Route Monkey, DPS (LogiX),transport,logistics,waste management
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