Operations Manager

Operations Manager

Location: Letchworth

Salary: £34,380

Hours: 40 hours

Shifts: Monday to Friday, 9:00 am to 6:00 pm

Contract: Permanent

What you’ll get at CitySprint

• 25 days’ annual leave plus bank holidays, and a day off for your birthday
• Enhanced maternity and paternity leave
• Free access to mental health support, including 1:1 therapy
• Healthcare and wellbeing benefits
• Extra family‑friendly days for key life moments, plus death in service cover

The role

As an Operations Manager, you’ll play a key role in leading the day-to-day operations of the Service Centre, ensuring courier resources are managed effectively and customer service levels are consistently achieved. You’ll support the Service Centre Manager in driving operational performance, commercial growth, and team success within a fast-paced logistics environment.

What you’ll be doing

• Managing day-to-day courier resources to maximise efficiency and service performance
• Supporting the Service Centre Manager in achieving operational and commercial objectives
• Leading, coaching, and developing a team of Operations Controllers and Coordinators
• Conducting regular performance reviews and one-to-one meetings
• Monitoring operational costs and resource allocation to maximise revenue and profitability
• Building and maintaining positive relationships with customers and key stakeholders
• Ensuring customer SLAs and health and safety standards are consistently met
• Keeping operational systems updated accurately, including CityTrak, X-Despatch and Salesforce
• Supporting the implementation of new business opportunities alongside Sales and Account Management teams
• Deputising for the Service Centre Manager when required

What we’re looking for

• Strong understanding of Service Centre operational processes
• Previous experience managing or supervising operational teams
• Working knowledge of systems such as CityTrak and X-Despatch
• Ability to communicate business-critical information clearly and effectively
• Strong organisational skills and the ability to reprioritise in a fast-moving environment
• Commercial awareness with an understanding of KPIs, SLAs, revenue, and performance targets
• A customer-focused approach and the ability to build strong working relationships
• Confident decision-maker with the ability to lead by example

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