Job Description

This role provides oversight of the Customer Care team and is responsible for the management of Despatch operations, to achieve the best possible outcomes in terms of safety, customer satisfaction, productivity, cost and staff morale. They lead and drive the daily operations of despatch and where necessary, utilise other team members to maximise fulfilment, through complete RF control and managed customer models.

Responsibilities of the role are:

Strategic Planning and Implementation

• Develop and execute strategic plans aligned with SPL’s objectives.
• Provide strategic advice to influence the plans related to the broader businesses’ effectiveness and efficiency.
• Implement new, innovate and creative solutions to improve business outcomes, such as improving established techniques, methods, systems or processes. It also includes adapting or developing new techniques, methods, systems, or processes.

Despatch Operations

• Supervise the day-to-day operations of the despatch team.
• Allocate resources (vehicles, personnel, equipment) to meet service demands.
• Monitor despatch activities to ensure a timely response to customer requests and orders.
• Implement procedures to prioritise and schedule despatch tasks effectively.

Service Delivery Oversight

• Develop and implement strategies to optimise service delivery processes and to enhance the overall customer experience.
• Monitor service performance metrics and identify areas for improvement.
• Coordinate with various departments to ensure smooth execution of service delivery plans.
• Conduct regular evaluations to assess service quality and customer satisfaction.
• Provide support and guidance to Customer Care Representatives to resolve escalated issues.

Team Management

• Provide leadership and direction to the Despatch team members.
• Assign roles and responsibilities to team members based on their skills and capabilities.
• Conduct regular meetings and training sessions to keep the team informed and motivated.
• Set performance goals and provide feedback to team members to drive continuous improvement.

Coordination and Communication

• Liaise with various teams (such as the Service Delivery team, Customer Care team, and Logistics team) to coordinate despatch activities.
• Communicate with drivers and field personnel to provide instructions and updates.
• Address any issues or concerns related to despatch operations promptly.

Quality Assurance

• Ensure accuracy and completeness of despatch records and documentation.
• Implement quality control measures to maintain high standards of service.
• Conduct audits and inspections to identify areas for improvement and compliance with regulations.

Technology and Systems

• Utilise despatch management software and tools to optimise operations.
• Stay updated on advancements in technology to enhance despatch processes.
• Provide training and support to team members on the use of despatch systems.

Skills and Experience

1. Strong leadership skills with previous experience in a management role highly regarded.
2. A tertiary education or evidenced body of compatible work.
3. Previous experience in Warehousing/Depot operations highly regarded.
4. Previous experience in a commercial laundry highly regarded.
5. Able to map process, establish value stream and redesign as required.
6. Uses data and measurement to provide feedback loop.
7. Proficient in Microsoft Word and Excel.
8. Experience working with key performance indicators (KPI’s).
9. Articulate and able to communicate with leaders and managers.
10. Excellent interpersonal skills that are timely, relevant and prioritised.
11. Able to build positive relationships through the focus of empowering others with clear expectation.
12. Strong analytical and problem-solving skills combined with a calm demeanour that works with and leads others, with clear priority.
13. An understanding that all actions reflect on the effectiveness and positive culture the team requires.
14. Clearly understands responsibility and authority with minimal supervision.
15. Drivers Licence and Forklift Licence essential.
16. First Aid Certificate desirable.

KPI's

1. Ensure 100% Bundle track compliance.
2. Control and reconcile managed customers.
3. Enforce daily invoicing.
4. Plan and upload Radaro schedule daily.