Network Operations Co-ordinator - Smethwick - DPD Group UK

Description

Company Description

Contract Type: Permanent / 37.5 Hours Per Week

• Location: Roebuck Ln, Smethwick B66 1BY
• Salary: £31,181.59
• Days of Work: Wednesday to Sunday
• Start Time: 10:00 - 18:00

DPD UK is a member of Geopost who are a market leader in parcel delivery and e-commerce solutions, providing a broad range of delivery and innovative services for customers worldwide. DPD UK has a turnover of nearly £2 billion and our aim is to be the most sustainable delivery company in the UK. At DPD UK we also aim to deliver the best service, use the best technology and recruit and retain the best people in the industry.

DPD is a Valuable 500 company and a Disability Confident Employer.

Job Description

Purpose of Position

Reporting directly to the Customer Compliance Manager for Network Change management to provide strategic accounts with service and performance insights against SLAs. Inform the DPD Network on performance and outstanding actions for these key accounts and generate high-level reports for strategic accounts, their management, and DPD management.

This individual will be the primary point of contact for customers, ensuring adherence to service agreements and compliance standards. 

• Daily Monitoring and Reporting: Tracking key service metrics and compliance indicators for strategic accounts on a daily basis. This involves gathering data, analysing performance, and generating daily reports summarising service levels, potential issues, and compliance status'.

• Weekly Performance Analysis: Compiling and analysing weekly service data to identify trends, areas for improvement, and potential risks. They will create comprehensive detailed weekly reports highlighting overall performance, compliance adherence, and any significant deviations.

• Periodic Reporting: Producing and preparing weekday and weekend reports on a daily, weekly and monthly basis for Network & Customer reports. Working directly with customers during key sales periods and project deployments, including attending customer calls.

• Communication and Collaboration: Communicating daily and weekly performance insights, any issues or disruptions and compliance updates to relevant stakeholders as and when necessary, including internal teams and customers. This may involve preparing presentations, participating in meetings, and addressing any questions or concerns.

• Issue Identification and Escalation: Monitor network performance in real-time to identify and resolve any issues or disruptions. Proactively identifying any service performance issues or compliance breaches and escalating them to the appropriate teams for resolution.

• Proactive Investigations: Take initiative to conduct investigations into service failures, delays, or customer complaints to identify root causes and work with the relevant teams to implement corrective and preventive actions.

• Process Improvement: Contributing to the development and improvement of processes and reporting mechanisms related to perishable accounts to enhance efficiency and accuracy.

• Customer Relationships: Building and maintaining strong relationships with customers by providing timely and informative updates on their service performance and compliance status. Responding in a timely manner to customer inquiries and complaints related to network issues.

• Supporting projects, other team members and related work including ad hoc analysis and duties and providing holiday and sickness cover when required

Qualifications

The ideal candidate will possess:

• High numeracy skills with the ability to interpret large data sets
• Excellent IT skills, particularly in MS Excel and Google Docs
• Strong communication and presentation skills across all organisational levels
• Demonstrated accuracy, self-motivation, and problem-solving abilities
• Alignment with DPD DNA values: 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 wouldn't be able to deliver our award-winning service to millions of customers across the country each day. It's 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
• Health Kiosks visiting every location
• Vitality at Work
• Free On Site Parking 
• Discounted shopping from 100's 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.