Night Team Manager

Heathrow, Greater London
£37000 - £39000/annum
17 Jun 2017
17 Jul 2017
Contract Type
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