Job Description

The Transport Service and Quality Manager will be ultimately accountable for the management of all domestic transport suppliers whilst championing customer experience by supporting stakeholders through the development of processes, communications and reporting.

As a Transport Quality and Service Manager your responsibilities will include:

• Ensuring availability of a Transport solutions which supports the domestic supply chain and associated projects.
• Ownership of third party contracts and SLA’s.
• Management of agreed transport metrics including regular reporting and communication.
• Control of the domestic Transport cost performance and budget.
• Benchmarking, bids and tendering.
• Ensure the safe operation of the domestic Transport solution through management of Health and Safety KPI metrics.
• Regularly reviewing supplier performance and pro-actively managing improvement plans.
• Identification and deployment of continuous improvement opportunities across the domestic supply chain which provide operational efficiencies and reduce cost.
• Deliver internal efficiencies for Transport and the Supply Chain by addressing repeated enquiry causes, response quality and process improvement by championing customer experience.
• Create improvements in customer experience through the service focused development of standardized processes, communications, resolutions and internal SLA’s.
• Support the maximization of Transport systems capability.

Required Knowledge, Skills, and Abilities

To succeed as a Transport Quality and Service Manager we ask that you have the following: Substantial Transport / Logistics experience. CPC qualification advantageous. Experience of large Transport project management and implementation. Adept at managing KPI’s and budgets at a detailed level. Comfortable in a customer facing environment, delivering service enhancements. Contract management, negotiation, and commercial experience. Experience or strong understanding of routing and delivery management software (SaaS). Ability to work in isolation and as part of a team. Excellent interpersonal skills and the ability to interact at multiple levels. Highly analytical and capable of interpreting service and cost reporting. Logical approach to problem solving including a desire to design sustainable solutions. Experienced in managing performance and KPI’s at a detailed level. Quality driven and customer focused.