Time critical courier manager

We are currently recruiting for an experienced Express & Courier Manager to join a fast-paced logistics operation, taking responsibility for the day-to-day management of Express and Courier customer service operations. This is a hands on management position where you will lead and develop two busy teams of up to 20 people, while working closely with customers and internal departments to ensure a high level of operational and customer service delivery. As Express & Courier Manager, your responsibilities will include: Managing the day-to-day customer service delivery for the Express & Courier client base. Leading, developing and resource planning across two fast-paced teams of up to 20 people. Managing and resolving customer complaints, negative feedback and operational issues. Overseeing gross profit analysis, sales invoicing and job costing accuracy. Identifying and following up business development opportunities with existing and prospective customers. Supporting operational development and identifying opportunities for cost savings and process improvements. Reviewing processes regularly and implementing improvements to operational efficiency. Keeping up to date with Express, Time Critical and Courier market trends, products and industry developments. Building and maintaining strong internal and external customer relationships. Ensuring client requirements and internal processes are accurately documented through SOPs. Managing the implementation and onboarding of new business. Training and supporting new employees across operational and account procedures. Ensuring compliance with HMRC import entry requirements, including regular self-auditing of import entries. Key Skills: Previous experience managing customer service/operations teams. Experience managing teams of up to 20 people. Strong knowledge of customs procedures for imports and exports via CDS. A good understanding of HMRC import entry requirements and customs compliance. Experience within AOG / Time Critical logistics would be highly beneficial. Strong commercial awareness, including job costing, invoicing and gross profit. Excellent customer service and relationship-management skills. The ability to identify operational improvements and drive change. Strong communication, organisational and problem-solving skills. The flexibility to provide out-of-hours escalation support when required. Monday to Friday 9.00-17.30pm (Can be flexible) Out of hours for escalation