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 Team

Please 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 Responsibilities}

Continuous 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 improvements
• Identify and work with department heads to execute process improvements across the hub, implementing Rapid Improvement Sessions to review, improve, document and embed changes
• Own 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 projects
• Support 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 completed
• Champion our Engagement Survey, supporting with survey completion, following up of feedback and timely completion of action plans
• Chair the Managers Forum and ensure actions are completed in a timely manner
• Develop and own a local Engagement calendar, showing dates of all communication forums, engagement activities, community events and other relevant initiatives
• Ensure our Learning Management System (LEAP) and other developmental opportunities are promoted, linked to talent mapping and embraced by the management team
• Manage local arrangements for staff roadshows and other events
• Carry out investigations, disciplines / grievances, accident and near miss investigations as required

Safety

• Ensure H&S meetings take place, audit scores are above 90%, action plans are in place and actions are closed down
• Working 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 up
• Ensure 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 performance
• Support with the resolution of escalated complaints as required
• Manage our Customer Champion of the Week initiative, ensuring colleagues receive their vouchers and are internally recognised

^{The Ideal Candidate}

Experience:

• Experience working in a fast-paced transport / logistics environment
• At least 2 years’ experience in leading and managing successful teams
• Project Management skills or experience would be an advantage

Essential Skills and Attributes: 

• Strong stakeholder management skills, able to quickly establish credibility and build effective, collaborative working relationships at all levels
• Excellent leadership and team management skills
• Strong organisational skills
• Able to act in a professional manner to the benefit of the company and always maintain confidentiality 
• Facilitation skills
• Coaching skills would be an advantage

^{Benefits and Rewards}

• Hybrid Working Options – opportunity to work from both the office and from the comfort of your own home
• Annual Leave – 34 days entitlement (including statutory bank holidays) which increases with service
• Holiday Buy Scheme – Buy up to 5 additional days
• Enhanced Pension Plan options – Company enhanced contributions of up to a 6% match
• Private Medical Insurance – via AXA
• Life Insurance – Company funded 2x basic salary life cover from day one
• Medicash – An easy-to-use health insurance package that provides cashback towards your everyday healthcare bills
• Employee Assistance Programme – Free 24/7 confidential wellbeing support
• Progression and Development Opportunities – Department specific technical training and Internal Management Development Academies
• Staff 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 studios
• Cycle to work scheme – In partnership with Evans cycles the ArrowXL C2W scheme offers great benefits and discounts
• Long service awards – We go out of our way to recognise and reward our colleague commitment with our long service awards programme
• Employee of the month – Winners receive £25 voucher, certificate and Hall of fame recognition
• CEO Award of the month – Winners receive £100 voucher, certificate and Hall of fame recognition
• Departmental Incentives – Year-round departmental competitions, seasonal incentives and fantastic gifts
• Retail 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 savings

Our 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