Role: Service Delivery Team Leader
Department: Service Delivery
Location: Chorley
Reporting to: Senior Team Leader
Hours of work: Monday – Friday on a rota basis from 07:00 – 18:00
Full Time, 5 days over 7
Contract type: Permanent
Purpose:
We are seeking a proactive and highly organised Team Leader to join our TVS Service Delivery department. The ideal candidate will be responsible for managing new client implementations, customer onboarding, overseeing day-to-day operations of dedicated transport services, and ensuring all domestic 3rd-party carrier deliveries meet performance expectations. You will be expected to lead a team effectively, manage weekly calls, handle escalations, conduct case quality/phone quality, manage client events and drive solutions to completion. This role requires a hands-on, results-oriented leader who can manage and motivate a team while maintaining strong relationships with clients and internal stakeholders.
Main Duties & Responsibilities:
- Client Implementations & Onboarding: Oversee the onboarding process for new clients, ensuring smooth implementation and timely resolution of any challenges. Manage the setup and amendments for engineers and dealers as per client needs.
- Transport Management: Supervise day-to-day dedicated transport logistics, including same-day and next-day deliveries, ensuring all timelines are met and service quality is maintained.
- Carrier Performance Management: Review and monitor the performance of domestic 3rd-party carriers, ensuring timely deliveries and addressing any discrepancies or issues that arise.
- Event Management: Coordinate and manage client events, ensuring smooth execution and client satisfaction.
- Team Leadership & Development: Provide leadership and direction to your team, conducting 1-2-1 sessions, setting goals, and managing performance to ensure team success. Oversee disciplinary actions when necessary and foster a collaborative team culture.
- Escalations Management: Act as the main point of contact for escalations from internal teams or clients, ensuring quick resolution and maintaining strong communication throughout the process.
- Problem-Solving & Solution Delivery: Take a proactive approach to identify, address, and resolve client and operational challenges. Lead by example and get involved in solving requests to ensure timely completion.
- Support to Senior Leadership: Work closely with the Senior Team Leader and provide support to the Head of Service Delivery in achieving departmental objectives and driving continuous improvement.
- Fleet vehicle management for new clients
- TL cover - Work with current TL’s to support other Service Delivery teams in heightened volumes or new client implementations
- Case quality & phone quality management – this is to support and delivery excellent customer experience
Knowledge, Skills, Qualifications and Experience:
- Proven experience in a similar team leader role, preferably within client service, logistics, or delivery management.
- Strong leadership and people management skills with the ability to motivate and develop a high-performing team.
- Experience managing client-facing processes, including onboarding and event coordination.
- Knowledge of transport and delivery logistics, with the ability to manage both dedicated and 3rd-party carrier performance.
- Excellent communication skills, both written and verbal, with the ability to manage escalations effectively and maintain client relationships.
- A solution-driven mindset with the ability to think on your feet and deliver results under pressure.
- Strong organisational skills with a focus on achieving deadlines and managing competing priorities.
- Experience with performance management and conducting 1-2-1s, as well as handling disciplinary matters.
Personal Attributes:
- A cool, professional head, especially when dealing with challenges or escalations.
- A hands-on leader who leads by example and doesn’t mind getting involved in the details to ensure tasks are completed on time.
- Strong problem-solving abilities with a proactive approach to resolving issues.
- Ability to stay calm and effective under pressure, always ensuring a high standard of service.
MUST BE WILLING TO MOVE TO A SHIFT PATTERN IN LINE WITH BUSINESS NEEDS IF REQUIRED
In return for your hard work, we offer excellent career progression opportunities and a professional environment where you can acquire, use, and continue developing your skills.
Your package will include:
* Competitive Salary and pension scheme with life assurance
* 25 Days Holiday (plus 8 statutory Bank Holidays)
* Holiday buy-back scheme (5 additional days available)
* Enhanced parental leave
* Employee Assistance Programme supporting wellness with immediate access to:
1. GP consultation and second opinions
2. Mental health support
3. Financial and Legal support
4. Wellbeing and healthy living support
* Employee referral scheme with financial reward
* Cycle to work scheme
* Professional Membership and Study Sponsorship
* Pass scheme (£100 to undertake training of your choice)
At TVS SCS we encourage and support our employees to realise their potential. They are empowered to take initiative and achieve high impact results that really make a difference to our business and our customers.
If you require any adjustments to allow you take a full and active part in the selection process, please notify us as part of your application. Please note TVS Supply Chain Solutions is an Equal Opportunities Employer.
TVS have signed the Armed Forces covenant and are a forces friendly employer