WHAT WE’RE LOOKING FOR

Industry Experience: Background in logistics or courier operations, especially in Sameday services
Tech-Savvy: Familiar with IT services and technology vendors — you know your way around digital platforms.
People Skills: Great at working with independent contractors and third parties while keeping SLAs and KPIs front of mind.
Decision Maker: Confident making operational decisions, planning ahead, and always focused on delivering top-notch service.
IR35 Awareness is a plus, though not essential.
Detail-Oriented & Reliable: You take ownership and pride in delivering the best outcomes.

ABOUT THE ROLE

We’re looking for an organised, proactive, and customer-focused individual to join our fast-paced Birmingham Control Centre team. In this key role, you’ll be at the heart of our Sameday courier operations — ensuring every delivery runs smoothly from booking to final drop-off.
You’ll be part of a team that’s passionate about customer service, efficiency, and keeping things moving. With your strong attention to detail and can-do attitude, you’ll help us maintain the high standards our clients know and expect from us — every single day.

WHAT YOU’LL BE DOING

• Courier Allocation: Assign deliveries fairly and transparently to our courier partners while respecting the guidelines of self-employment.
• Customer Service Excellence: Be the voice of our service — accurately take bookings, inform clients of our offerings, and ensure expectations are always exceeded.
• Booking Management: Migrate and manage bookings via our Courier Alliance platform with speed and accuracy.
• Track & Trace: Keep a close eye on deliveries, tracking progress proactively and informing clients of any potential delays.
• Out-of-Hours Support: Help ensure our team meets SLAs even outside regular hours by providing the right resources and support.
• Compliance & Documentation: Monitor courier documentation and fleet levels to ensure smooth, compliant operations.
• Billing Accuracy: Ensure all delivery dockets are entered correctly and on time to reduce queries and improve efficiency.
• SLA Management: Maintain and monitor both branch-specific and client-specific service level agreements.
• Issue Resolution: Resolve client and courier queries quickly and effectively, keeping communication clear and professional.
• International Support: Handle international and overnight delivery information with precision, keeping systems and teams updated.