Night Team Manager

Recruiter
Octain
Location
Heathrow, Greater London
Salary
£37000 - £39000/annum
Posted
17 Jun 2017
Closes
17 Jul 2017
Sector
Engineering
Contract Type
Permanent
Hours
Full Time
Night Team Manager required to work for this successful Logistics company.
You will either be a successful Manager or a Supervisor ready for the next step!

Main Role Accountabilities
1. Compliance
• Ensure all operators within the Night teams are working in compliance with AEO regulations and procedures including:
- Customs simplifications/security and safety.
• Train operators to current up to date standards.
• Regularly audit operational files in line with AEO procedures.
• Raise NCRs and complete root cause analysis and CAPA.
• Record all of this within the company ISO record system.

2. Profitability
• Monitor profitability of accounts and explore avenues to increase margins through additional sales of Value Added Solutions.
• Highlight potential changes to operational practices to improve efficiency.
• Review monthly actual sales by account against targets.
• Highlight areas of concern to CS team.
• Identify areas to maximise profitability by account e.g. reduce costs, increase price etc.
• Identify smarter ways or working to increase efficiency.
3. Customer Focus
• Maintain and develop customer relationships alongside customer solutions and any other relevant departments.
• Attend customer reviews with CS team.
• Understand individual customer needs and requirements.
• Carry out customer satisfaction reviews/surveys on a sample of accounts and feedback results to CS team - use this information to drive improvements in sales, efficiency, and profitability.
• Communicate quickly and professionally to customers any changes that affect their business e.g. delays, changes to flights, emergency measures etc.

4. Measurement
• Establish and maintain appropriate systems for measuring operational performance therefore identifying any changes needed to be implemented to provide positive improvements to working practices.
• Proactively manage the team’s performance through agreed KPIs. This will include:
- % of audit of operational files completed
- % of staff training and cross training completed
- % of accounts reviewed each month
- Nos of actions agreed and % completed to drive improvements
- % of invoices completed outside of the target

5. Accounting
• Ensuring all billing is carried out by all operatives within the Night teams within a timely fashion (KPI is 5 days).
• Monitoring and ensuring correct input of purchase costs into the system by all operators of the Import & Express team enabling accurate billing and profit reporting.
• Liaise with overseas offices, partners and vendors ensuring correct costs are received.
• Monitor invoicing against the target and raise NCR for those that are outside the target and inform finance.
• Identify errors as a result of invoice queries from finance.
• Resolve errors and ensure that they are not repeated.
• Ensure all purchase invoices are returned to accounts within 24 hours.

6. Quotations
• Ensure quotations are responded to in a timely fashion dependent on customer requirements (KPI is 30 minutes).
• Ensure all quotations are be completed through BoxTop, followed up and when customer gives the green light converted into a live job.
• Understand customer requirements for completing quotations and ensure team is working to these standards.
• Periodically checks quotations to ensure team is completing them accurately and to standard.
• Any errors identified are raised with the team to ensure they are not repeated.
• Convert quotations if gained into jobs in BoxTop.
• Liaise with CS team to follow up on reasons why quotations were not gained and make any reasonable amendments to future quotations to try to secure the business.

7. Operations
• Arrange shipments as per customer instructions following customer SOP and liaise with Overseas offices and relevant other departments to meet required deadline and KPI set by customer.
• Respond to Customer requests within a timely fashion.
• Ensure all shipments are placed within the Company system.
• Ensure Customs entries are completed correctly as per instructions received from customer in writing.
• Arrange OBC shipments as and when required.
• Arrange third party collections and deliveries liaising with Transport department.
• Monitor shipments and update all tracking information in the systems.
• Handle Warehouse Inventory dispatches within the specified deadlines.
• Raise invoices to customer within agreed KPI (5 Days).
• Answer telephone calls in a polite and timely manner ( within 3 rings).

8. Team Monitoring
• Monitor staff (attendance, time keeping, sickness & statutory breaks) and act as necessary if personnel are not compliant with company policies.
• Proactively monitor the team against the standards and take appropriate action including training, retraining, counselling and possibly disciplinary action.
• Ensure the team are aware of the standards expected in respect of their job, attendance and behaviour.
• Be fully conversant of the standards set out in the handbook and the HR Policy Manual.

9. Team Management
• Review and approve departmental overtime ensuring costs are monitored and accrued as appropriate.
• Discuss any changes to staffing levels or working practices are with Senior Management where this may be beneficial in order to control or reduce costs or increase productivity.
• Review overtime figures and propose ways to work smarter that minimises the use of overtime.
• Monitor hours of work and rest breaks to ensure compliance with the WTRs.
• Manage holiday and sickness absence to ensure that jobs are covered.

10. Team Development
• Ensure team receive sufficient appraisals, development and track progress to ensure they meet their full potential and support the growth of the business.
• Ensure all team members have an active PDP.
• Carry out regular reviews and one to one meetings with team members.
• Ensure all team members are trained to do their job and cross trained to do other jobs in the team.

Personal Attributes
- Customer focussed with excellent attention to detail
- Analytical mind with ability to design and implement processes.
- A sound knowledge of Export, Import & Express processes
- Excellent people management skills.

Key Skills and Attributes
- Work pro-actively using own initiative.
- Proven communication skills both written and verbal.
- Previous experience dealing with varied customer base and building strong relationships.
- Ability to consider several possible options and decide on most appropriate method.
- Possess appropriate IT skills.
- Excellent process and planning skills.
- Be persistent, tenacious and determined to win new business.
- Strong commercial awareness, understands impact of actions.

Qualifications and Experience
- Previous industry experience.
- Solid background in UK Customs law and procedures.
- Sound knowledge of Word, PP, Excel. Project management software an advantage.
- Dangerous Goods Compliant