Operations Manager

ArrowXL is hiring! As the UK’s leading provider of Two-Person Home Delivery, we continuously strive to make the world of delivery a better place. Our aim is to build a welcoming and friendly business that supports the local community. We store and deliver large, heavy and bulky items in pristine condition – the kind of items that typically need two attentive people to handle. Quite often these items need installing for our customers, which we also do!The ArrowXL culture thrives on six core values:Innovative I Safe I Respectful I Excellent I Responsible I One TeamPlease be aware that all roles at ArrowXL are subject to a mandatory criminal record DBS check.This role profile is an overview of the remit of your job role, responsibilities and accountabilities. It may be changed from time to time to incorporate changing circumstances, and you may be required to be flexible and perform other duties as required, which may be at the same level as your home role or below.As Operations Manager, you will be a member of the local senior leadership team in Worcester and responsible for proactively supporting operational demand, implementing new projects and identifying opportunities for Continuous Improvement.Main ResponsibilitiesContinuous improvement:Support the smooth running of the Worcester hub by identifying opportunities to improve operational performance, challenging norms, supporting departments with root cause analysis and delivering improvementsIdentify and work with department heads to execute process improvements across the hub, implementing Rapid Improvement Sessions to review, improve, document and embed changesOwn the Claims process, ensuring all stakeholders complete actions in a timely manner, correct liability is apportioned and root cause analysis is carried out to address underlying issues Provide support with key operational projectsSupport with the identification and execution of cost saving initiatives People:Support the improvement of staff communication by ensuring all relevant communication channels are updated, briefings are delivered effectively and resulting actions are completedChampion our Engagement Survey, supporting with survey completion, following up of feedback and timely completion of action plansChair the Managers Forum and ensure actions are completed in a timely mannerDevelop and own a local Engagement calendar, showing dates of all communication forums, engagement activities, community events and other relevant initiativesEnsure our Learning Management System (LEAP) and other developmental opportunities are promoted, linked to talent mapping and embraced by the management teamManage local arrangements for staff roadshows and other eventsCarry out investigations, disciplines / grievances, accident and near miss investigations as required SafetyEnsure H&S meetings take place, audit scores are above 90%, action plans are in place and actions are closed downWorking with H&S colleagues, ensure Safety Alerts are effectively communicated and changes embedded and implement relevant Safety Awareness campaigns Ensure H&S breaches are followed upEnsure accident and near miss investigations are uploaded to Safety Cloud in a timely manner Customer:Monitor VOC data and support department heads in addressing improvement areas and recognising great performanceSupport with the resolution of escalated complaints as requiredManage our Customer Champion of the Week initiative, ensuring colleagues receive their vouchers and are internally recognisedThe Ideal CandidateExperience:Experience working in a fast-paced transport / logistics environmentAt least 2 years’ experience in leading and managing successful teamsProject Management skills or experience would be an advantageEssential Skills and Attributes: Strong stakeholder management skills, able to quickly establish credibility and build effective, collaborative working relationships at all levelsExcellent leadership and team management skillsStrong organisational skillsAble to act in a professional manner to the benefit of the company and always maintain confidentiality Facilitation skillsCoaching skills would be an advantageBenefits and RewardsIn addition to a competitive salary, you’ll receive many excellent additional benefits including:Hybrid Working Options – opportunity to work from both the office and from the comfort of your own homeAnnual Leave – 34 days entitlement (including statutory bank holidays) which increases with serviceHoliday Buy Scheme – Buy up to 5 additional daysEnhanced Pension Plan options – Company enhanced contributions of up to a 6% matchPrivate Medical Insurance – via AXALife Insurance – Company funded 2x basic salary life cover from day oneMedicash – An easy-to-use health insurance package that provides cashback towards your everyday healthcare billsEmployee Assistance Programme – Free 24/7 confidential wellbeing supportProgression and Development Opportunities – Department specific technical training and Internal Management Development AcademiesStaff Discount at www.very.co.uk (25% discount on designer branded clothing, footwear and home accessories with 15% off furniture, leisure and electrical items)Discounted Gym Membership – Up to 25% discount across 3700 nationally located gyms, health clubs, leisure Centres, bootcamps and fitness studiosCycle to work scheme – In partnership with Evans cycles the ArrowXL C2W scheme offers great benefits and discountsLong service awards – We go out of our way to recognise and reward our colleague commitment with our long service awards programmeEmployee of the month – Winners receive £25 voucher, certificate and Hall of fame recognitionCEO Award of the month – Winners receive £100 voucher, certificate and Hall of fame recognitionDepartmental Incentives – Year-round departmental competitions, seasonal incentives and fantastic giftsRetail Discounts – Huge discount savings in supermarkets (Asda, Tesco, Morrison’s and Sainsburys), Fashion discounts with (Adidas, Asos, H&M, Boohoo, JD and Matalan) and Technology discounts with (Apple, Argos, Currys/PC World and John Lewis), plus many more savingsOur culture thrives on Six core values that form who we are, these are:Innovative I Safe I Respectful I Excellent I Responsible I One Team