Service Delivery Team Leader

TVS SCS; Banbury; On-site; GBP 30,000 - 50,000

Job description

Role: Service Delivery Team Leader

Department: Service Delivery

Location: Banbury

Reporting to: Head of Service Delivery

Hours of work: Monday- Friday covering on a rota basis in the office from 07:00 to 18:00

Full Time, 5 days over 7

Contract type: Permanent

Purpose:

We are looking for a highly skilled and driven Service Delivery Team Leader to join our team at TVS Supply Chain Solutions in Banbury. This is an exciting opportunity to support the implementation of a new, large client while continuing to service and support our current client base. The ideal candidate will be a methodical thinker with a strong ability to identify and drive solutions, resolve client frustrations, and manage the day-to-day operations within the department. As a strong leader, you will play a key role in driving change, overcoming operational blockages, and collaborating with our Distribution Centre (DC) operations to meet client requirements.

This role requires a flexible approach to working hours, with a shift pattern that covers weekends and bank holidays to ensure smooth service delivery and client satisfaction. You will manage and motivate a team, handle HR-related queries, and improve team performance. This is a dynamic, fast-paced role requiring the ability to manage multiple priorities, oversee various client and internal requirements, and deliver results with a strong focus on continuous improvement.

Main Duties & Responsibilities:

1. Client Implementation & Support: Lead the successful implementation of a large new client while continuing to support and service existing clients. Identify potential blockers and proactively address client concerns to ensure smooth onboarding and service delivery.
2. Collaboration with DC Operations: Work closely with the Distribution Centre (DC) operations team to ensure client requirements and service levels are met efficiently. Manage requests and requirements, ensuring smooth integration and operational alignment between departments.
3. Team Leadership & Performance Management: Manage and mentor a team, driving performance and ensuring that all tasks are completed effectively and on time. Provide coaching and development opportunities to team members, handling performance issues and HR queries as necessary.
4. Escalation Management: Take charge of escalations from 3rd-party domestic transport deliveries, clients, and internal departments. Ensure effective resolution, communication, and follow-up to maintain high client satisfaction.
5. Process Improvement & Change Management: Drive continuous improvement initiatives, proposing and implementing ideas that enhance operational efficiency and client satisfaction. Oversee and implement changes to processes within the department, ensuring smooth transitions and adherence to best practices.
6. CRM Management & Trend Analysis: Work with the Senior Team Leader to monitor key performance indicators (KPIs) and analyze CRM data to identify trends and areas for improvement. Ensure client and team performance is tracked and reported accurately.
7. Case & Phone Quality Management: Oversee case quality and phone quality, ensuring adherence to company standards and client expectations. Review processes regularly to identify areas for improvement and ensure high standards are consistently met.

Knowledge, Skills, Qualifications and Experience:

1. Proven experience in a Service Delivery or Operations Management role, preferably within the supply chain or logistics sector.
2. Strong leadership and team management skills with the ability to motivate and develop a high-performing team.
3. Experience with HR management, including handling performance issues and conducting 1-2-1s with team members.
4. Excellent problem-solving and decision-making skills, with the ability to work under pressure and manage multiple priorities simultaneously.
5. Strong communication and interpersonal skills, with the ability to work collaboratively with clients, internal teams, and external partners.
6. Knowledge of CRM systems and experience analysing data to identify trends, measure team performance, and improve processes.
7. Experience managing escalations, both client-facing and internal, with a strong focus on delivering solutions and maintaining client satisfaction.
8. A methodical approach to problem-solving with a focus on process improvement and change management.

Personal Attributes:

1. A results-driven, solutions-oriented individual who is not afraid to step in and resolve issues head-on.
2. Strong ability to juggle multiple tasks while maintaining a calm, professional demeanour under pressure.
3. A proactive, methodical thinker with a knack for driving change and suggesting innovative solutions.
4. Excellent organizational skills with a focus on improving team performance, processes, and client satisfaction.
5. Ability to work flexibly, covering weekends and bank holidays as part of a rotating shift pattern.

In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.

Your package will include:

1. Competitive Salary and pension scheme with life assurance
2. 25 Days Holiday (plus 8 statutory Bank Holidays)
3. Holiday buy-back scheme (5 additional days available)
4. Enhanced parental leave
5. Employee Assistance Programme supporting wellness with immediate access to:
1. GP consultation and second opinions
2. Mental health support
3. Financial and Legal support
4. Wellbeing and healthy living support
6. Employee referral scheme with financial reward
7. Cycle to work scheme
8. Professional Membership and Study Sponsorship
9. Pass scheme (£100 to undertake training of your choice)
10. The chance to be part of an exciting new chapter for TVS Supply Chain Solutions, supporting a new major client and enhancing the service offering for current clients.
11. A dynamic and collaborative work environment where you can make a real impact.
12. Opportunities for career progression and development within the organization.
13. Shift premium pay for weekend and bank holiday coverage.
14. Flexibility for travel to our Chorley Head Office on occasion and for training.

At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.

If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.

TVS have signed the Armed Forces covenant and are a forces friendly employer.