Operations Supervisor in Lichfield

Role Overview

The Operations Supervisor will lead and develop the UK Operations team to consistently manage operations and issues in a timely fashion to ensure a first‑class customer and European partner experience. The role involves managing interactions with the Global Service Centre, supporting management across operational priorities, and driving team performance in line with strategic objectives.

Key Responsibilities

• Lead and develop the UK Operations team to deliver excellent customer care for DHL Freight customers and European partners, achieving qualitative targets and overall company strategic objectives.
• Conduct regular 1.1’s to provide feedback and set developmental objectives.
• Provide information to customers, freight forwarders, hauliers and DHL internal stakeholders in a timely manner, promoting service excellence and engagement.
• Ensure all documentation is completed to meet timelines and process requirements.
• Deal with critical requirements and problem‑solve activities within processing timelines.
• Maintain a high‑level relationship with Palletways.
• Maintain DHL internal KPIs.
• Manage queries from the Global Service Centre (GSC).
• Support management in all aspects.
• Ensure all interactions are compliant with the DHL Code of Conduct and other compliance requirements, such as anti‑corruption.
• Contribute to the First Choice continuous improvement programme.

Skills and Experience

• Good organisational, IT and communication skills.
• Intermediate use of MS Office Packages – preferred.
• Knowledge of Dangerous Goods – desired.
• Ability to focus on identifying and meeting customers’ needs (internal and external).
• Ability to think and act across boundaries (e.g., between processes and departments).
• Contribute new ideas and be willing to challenge the status quo.
• Challenge oneself to continually improve in the role.
• Good communication skills, both individually and with internal/external customers.
• Have a methodical and organised approach to work, with the ability to think ahead and prioritise tasks.
• One year logistics office experience preferred.
• Knowledge of UK/European road transport geography preferred.
• Numeracy and literacy skills essential.

Benefits

• A competitive salary.
• Generous holiday entitlement.
• Pension scheme including life assurance.
• Access to an employee assistance and wellbeing programme.
• A competitive package of voluntary benefits including retail, entertainment, gym membership, cycle‑to‑work scheme, contribution to eye care costs and many more discounts.
• Training and development opportunities with a strong focus on internal promotion.

Hours / Shift Pattern

37.5 hours per week | Mon – Fri

Application Requirements

Due to the nature of our business, we are regulated by the CAA, and it is compulsory for all applicants, once offered employment, to provide a full five‑year employment history and to undergo a criminal record check.

EEO Statement

We hire talented people from all backgrounds – irrespective of gender, disability, nationality, ethnicity, social background, religion and beliefs, age or sexual orientation and identity. Diversity enriches our workplace, drives our success, and helps us deliver excellence.