• Contract Operations ManagerNHSBT - Same Day

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  • Overview

    TNT Special Services provides bespoke solutions for key customers and as a Contract Operations Manager – Sameday responsible for the NHSBT Contract you will play a vital part in supporting the overall TNT Special Services strategy.


    Reporting to the National Operations Manager- Sameday, your role will provide full support to the Sameday operations ensuring our customer’s contractual requirements are met in full and that business results are achieved.



    You will be responsible for looking after one of the largest account within this sector, being responsible for over 15 locations and over 4 million pounds of revenue. You will have direct influence over the service and cost performance for the operation and the customer on a national basis. You will also be responsible for internal and external customer experience, customer retention, service quality and the operational costs and productivity, whilst ensuring compliance with regulations and all relevant TNT policies and procedures.


    The role will involve extensive travel across the UK and based within a location near to you.




    You will be required to lead, motivate and empower the Sameday Sites through effective communication and regular performance feedback as well as:

      • Ensuring the effective performance of the Same Day Operation for NHSBT in line with Divisional, depot and customer targets.
      • Maximising all operational resources to ensure that all collections and deliveries are carried out in a timely and cost effective manner.
      • Ensuring that direct costs are managed within agreed budgets.
      • Ensuring all operational team members display high levels of internal and external customer care.
      • Ensuring that all drivers and suppliers promote a professional image to NHSBT
      • Understanding client’s business operations and develop strong relationships with stakeholders in the client organisation
      • Responsible for the resolution of any and all complaints / issues raised by the client.
      • Ensuring all contracts within your remit perform to the highest level of service and operational / security compliance.
      • Providing appropriate KPI / SLA data and analysis and submit monthly management reports to clients and internal stakeholders.
      • Working closely with the Regional Operations Managers – Same Day to ensure continuous improvement of cost control and service performance
      • .Attending face to face customer meetings to review monthly service performance



    To be successful in the role you will have:

    • Strong communication skills
    • Working knowledge of Sameday operations - desirable
    • Experience of operating in a Sameday environment - desirable
    • Proven track record of personal development
    • Aptitude  to communicate at all levels across the business
    • Proven problem solving skills
    • Ability to build relationships  and influence operational change and service improvement


    In return for your hard work and commitment you will get a competitive salary, company car and benefits  with the opportunity for real career progression and excellent training and development. Why wouldn’t you join The People Network?


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