Shift Manager Darlington

Purpose of Position

To achieve objectives in terms of operational compliance financial customer service and HR
tasks and responsibilities through effective management of employees maintenance of
company operating standards and ISO operating procedures specific to their own areas of
accountability.

The purpose of the Shift Manager job role remains the same but shall be split into 5 focus areas; Sortation Dispatch Customer Experience Collection Experience PM Operation.

Each Shift Manager shall have a designated area of responsibility set out as per the job description although may be required to carry out additional duties to support the depot.

All Shift Managers are able to carry out all duties contained within the respective Shift Manager
job descriptions and could be asked to undertake any of the 5 focus areas as part of the contracted Shift Manager role.

Key Tasks and responsibilities

Sortation Manager

• CAD scan - Ensure all parcels entering the depot are accounted for with the correct scan management of GOH to include daily scanning. 
• Unload - Throughput no reads multi-read and dump chute targets all being met (In automated sites). Cluster ASOS/M&S depots to unload parcels for feeder depots in a timely manner and ensure that the further distance depots are serviced first. 
• Sortation IT usage - Responsible for ensuring effective and full use of all AM systems and procedures such as Lydia/Voice & Depot Sorter in compatible parcels smalls non comms and dump chute. 
• AM Productivity - PPMH target agency usage holiday planning AM cost KPI. Parcel security - Small sort scanning target AM security searches damaged parcels processing. 
• Site Security - Fire doors main gate access turnstile access ID badges. Warehouse Operative Engagement - Responsible for VOE response rate and score BUZZ surveys (responses and corrective actions) Mercury 1-2-1s Team talks. 
• Staff operational training - Ensure that all staff are fully trained and kept up to date with new training and annual training sign offs. 
• H&S processes - SM daily H&S checks covid mask compliance near miss reporting depot housekeeping depot equipment defect reportingH&S inductions( employed & agency). 
• Transport - Linehaul key control daily padlock return( where applicable) forklift truck defect reporting. 
• Health & Safety - Demonstrate a positive attitude towards safety leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met. 
• Carry out such other duties as may reasonably be requested by the management team

Dispatch Manager 

• Service Targets - Ensure that all routes are planned to meet the business targets on All Service Premiums Precise Collections and ETAs 
• Parcel Presentation - Control and management of chute saturations depot sorter chute balance parcels found on route block stacking 
• Dispatch planning - Core route target POD rota management of external resource floor layout/bay allocation matrix efficiencies (daily amendments) zero service exceptions to be signed out. 
• Dispatch productivity - Bolt depot clear SPR and stop cost targets all being achieved 
• Dispatch IT usage - Full use of Voice/Lydia on chutes by operatives routes online quantum planning (to include minimal quantum movements) driver profiles route profiles
• MRF/ODF/ Warehouse operative engagement/development - VOE response rate VOE score BUZZ (responses and corrective actions) Mercury MRF performance chute operative development 
• Parcel Security - 2d barcode scanning target vehicle security search targets AM chute operative searches all to be achieved. Depot To Deliver pots to be at zero. 
• Brand Compliance - Ensure brand compliance is achieved through uniform checks livery checks on vans no drivers to leave the depot wearing Hi-Viz vests these MUST only be worn in the warehouse. 
• H&S processes - Ensure that Shift Manager H&S daily checks are completed near miss reporting depot housekeeping adhered to cage and block stacking compliance H&S inductions( employed & agency). 
• Operational training for chute operatives and drivers - Ensure that all chute staff and drivers are fully trained and kept up to date with new training and annual training sign offs. 
• Collections - Ensure effective allocation of collections to the driver routes and no collection exceptions to be signed out. 
• Transport - Ensure that vehicles are not planned and signed out over weight. Stop defective and damaged vehicles from being used. 
• Health & Safety - Demonstrate a positive attitude towards safety leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met. 
• Carry out such other duties as may reasonably be requested by the management team

Customer Experience Manager 

• Service - Manage on road service performance- exceptions (premiums/precise) ETAs 1st time delivery success. 
• Collection allocation (ad hoc) - All Scheduled collections should be managed by the Dispatch Managers via the Quantum Matrix. All Ad Hoc collections and driver rejected collections are to be allocated by the Customer Experience Managers until the Collection Experience Managers start their shifts. 
• Universe Pot Management (HV/ perishable) 
• Challenger (reduction of customer contact) - PPI baseline target to be achieved through effective and timely management and improvement of complaints investigations and driver behaviour. 
• Apollo (reduction of claims) - Target to be achieved through effective/timely management and improvement of complaints missing parcels delivered to wrong address investigations and driver compliance and driver retraining. 
• Cant Wait management of driver compliance - ensure full Cant Wait opportunity is realised by utilising the Cant Wait management suite to manage driver compliance. 
• Follow My Parcel (FMP) - Ensure all FMP dislike callbacks are made within requested time by the CSAs.
• Cherry & CSA Team Management - All CSAs report to the Customer Experience Managers and are to be managed to achieve the Cherry targets. 
• On Road Incident Management - RTAs breakdowns theft driver assault to be mitigated with swift action plans to ensure safety of drivers and recovery of service KPIs.
• Routes Offline - Using the Routes Offline management suite monitor and report all routes offline to the relevant dispatch manager to enable 100% compliance. 
• Shift/Issue Handover Reporting To Dispatch Managers - Transform Management Suite to be fully used to report changes to drivers route profiles and follow ups on delivery compliance and escalations. 
• Staff Operational Training - Ensure that all staff are fully trained and kept up to date with new training and annual training sign offs. 
• Health & Safety - Demonstrate a positive attitude towards safety leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met. 
• Carry out such other duties as may reasonably be requested by the management team

Collection Experience Manager 

• Collection Service - Manage all elements to ensure company target is achieved. Collection ETAs - Manage all elements to ensure company target is achieved. Collection Compliance/Saturn Success - Parcels to be correctly and fully scanned by drivers at the collection point in line with business collection processes. 
• Collection Incident Management - RTAs breakdowns theft driver assault to be mitigated with swift action plans to ensure safety of drivers and recovery of service KPIs. 
• New Collection Allocation - New collections to be allocated to drivers on universe once agreed with senior depot management. 
• Customer/CRM Engagement - Collection Experience Manager to liaise with customers on delays and capacity issues along with solutions. CRM team to be kept up to speed and assist where needed. 
• Depot/CRM Chat Group - Chat group to be set up to include the Collection Experience Manager PM Manager Operations Manager Site Manager (GM/DM/DCM) and CRM management team aligned to the depot. 
• Weekly depot/CRM Meeting - Weekly meeting to be held with the Collection Experience Manager PM Manager Operations Manager General Manager and CRM management team aligned to the depot. The Collection Experience Manager will lead this meeting with the support of their Operations Manager and General Manager. This meeting is to be used to discuss any ongoing issues and their solutions new collections and big kit issues. CRM are to confirm any planned up trades in volume or known issues from a customer POV that will impact the depots ability to service collections.
• Early Volume (EV) Planning With The CRM Team & Additional Trailers From Linehaul - Early volume (bank holiday weeks and peak weeks) is to be planned by the Collection Experience Manager with the help of the CRM team aligned to the depot. 
• Postcode Moves and Depot Integrations - New collections coming into the depot via postcode moves and integrations are to be planned in advance by the Collection Experience Manager and discussed with the CRM team on the weekly calls. 
• Shift/Issue Handover Reporting To Dispatch Managers - Changes made to the matrix to improve collection service are to be communicated to the Dispatch Managers each day via the Handover section of the Transform Management Suite. This must include the Collection account number customer name details of change and confirmation that the driver(s) have also had the change communicated to them.
• Weekend Collections & New Account Management 
• Freight surveillance & Weight 
• Health & Safety - Demonstrate a positive attitude towards safety leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met. 

PM Manager 

• Planning - Effective Planning for staffing headcount in line with cost requirements and contingency planning agency usage holiday planning AM cost KPIs. PM Productivity - Responsible for achieving PPMH target. 
• Debrief - Full debrief of all drivers and where highlighted a full Apollo enhanced debrief. 
• Trailer Departures - Ensure trailer departures from the depot and customer sites leave at the designated time. 
• Linehaul Communication - Ensure effective communication with the Hubs regarding trunking issues. Notes to be added to microlise as well as email communication to the linehaul/hub teams using the escalation sheet. 
• Ensure Accurate Processing Of Collected Parcels - All unlabelled parcels are to be labelled correctly and theDPD Local parcels must be fully segregated from the DPD red parcels to ensure that they arrive at the correct hub (hub 5). 
• Responsible For Driver Compliance Of Collection & Returns Processes - Ensure that collected parcels and returned delivery parcels are processed/labelled correctly upon return to the depot. 
• Ensure All Non-delivered Parcels Are Accounted For & PM Audit Scanned Vehicle Defect Reporting - Ensure vehicle defects logs are completed and are communicated to the local repairer. 
• PM GOH - Management of GOH and daily scanning of parcels located inside it. PM IT Usage - Responsible for ensuring effective and full use of all PM systems and procedures such as Lydia/Voice & Depot Sorter in compatible parcels smalls non comms and the segregation of international parcels for hub 4 and DPD Local parcels for hub 5. 
• Linehaul Checks/Linehaul Key Control - Trailer/unit checks agency license checks tacho downloads completed by employed drivers linehaul key control process followed. 
• Universe POTS - All Out for Delivery pots to be zero Collections pots To Allocate and With Driver to be zero. 
• Parcel Security - All high value parcels accounted for vehicle security searches to deliver pot PM operative searches and missing parcel reports completed high value parcels to be locked in GOH. 
• Brand Compliance - Uniform checks livery checks Hi-Viz usage - these MUST be worn when the driver returns back to the depot. 
• H&S Processes - SM H&S daily checks near miss reporting depot housekeeping cage stacking. 
• Ensure Warehouse Is Prepared To Meet Requirements Of The AM Shift - nightly handover using Transform suite to the AM team highlighting any specific issues.
• Depot Lock Down - Ensure depot lock-down executed in line with standing security instructions. 
• Operational training for pm operatives - Ensure that all staff are fully trained and kept up to date with new training and annual training sign offs. 
• Health & Safety - Demonstrate a positive attitude towards safety leading by example to encourage safe behaviours in others. Monitoring compliance with health and safety related information instructions & training; enforcing correct use of control measures and taking appropriate action if standards are not met.

Qualifications :

What were looking for;

You will have experience in a fast paced operation with proven and demonstrable people management experience involving direct accountability and responsibility for motivating and leading a high performing team. Additionally we would also expect:

• You will have strong communication skills with the ability to inspire motivate and manage a team.
• Decisive and effective decision-making problem resolution and time management skills.
• Demonstrate high levels of resilience self-motivation and flexibility.
• Excellent computer skills with the ability to use Google chrome applications
• The ability to do comprehensive reporting alongside analysis of data is a key requirement for this role.
• You will be highly vigilant to any unscrupulous activity taking swift and appropriate action when required.
• Demonstrate the core DPD DNA values of Passion Respect Honesty Flexibility Caring and Accountability.

Additional Information :

About our benefits:

We recognise that our people are at the heart of our business without them we wouldnt be able to deliver our award-winning service to millions of customers across the country each day. Its important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few

• Holiday trading
• Enhanced maternity and paternity package 
• Free life assurance of 4 x salary on joining the pension scheme
• Free onsite car parking for all employees
• Health Kiosks visiting every location
• Discounted shopping from 100s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends 
• For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses

Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation we are proud to offer a great number of development and promotion opportunities. 

If you identify with our aims and values and can help us deliver our customers promises then this is the job for you! Apply today.

Remote Work :

No

Employment Type :

Full-time