Deliver Team Leader & Assistant Tem Leader

Given the short timescale on this recruitment please ensure candidates referred fully match the criteria in the job description. Could I request partners not to send CV’S in bulk from their caseloads.
Send a CV via e-mail to fts.cv@dwp.gsi.gov.uk Please ensure they are clearly marked the job role in the e-mail subject line.

Applications received after Tuesday 23 July will be disregarded.

Job Title: Assistant Delivery Team Leader

Department: Operations – End to End Network
Location: Delivery Unit
Responsible to: Delivery Manager (and Delivery Team Leader)

Main Purpose of Job:
Assist in the co-ordination and control of the delivery team activities and performance through undertaking the full role and responsibilities of the Team Leader on dedicated days and in the absence of the Team Leader. In addition to preparing and delivering round(s) on a daily basis the Assistant Team Leader/Senior Delivery Operative will be the process expert and champion of best practice providing coaching/training and quality management support to help build a high performing team.

Main Responsibilities:
Round Preparation and Delivery of Mail
 Provide a high quality addressed mail service to our customers through timely and accurate delivery of mail to business and residential addresses according to a specified route and within set targets.
 Prepare the delivery round (home & support), in line with Company processes and procedures meeting the set targets for the preparation of mail and duration of activity in the delivery unit.
 Recording mail delivery using Company scanning equipment and administrative processes to ensure accurate recording and reporting of mail status, on route and in the delivery unit.
 Identifying and communicating appropriately any risks or special instructions on home and support rounds e.g. properties with dogs, access issues to driveways or mail boxes etc.
 Learning the delivery round(s), identifying and communicating any improvements that can be made to improve performance on the round.
 Identifying and documenting access methods for multi-occupancy buildings. Responsible for security of keys to access multi occupancy buildings whilst out on a delivery route.
 Adhering to processes ensuring company equipment is kept in good working order and correctly secured at all times.
Customer Service
 Act in a professional and courteous manner when dealing with both internal and external customers demonstrating at all times the recognition of the customer as the primary focus of work throughout the delivery team.
 Recording and reporting customer feedback appropriately for escalation to Team Leader and other parts of the business as necessary. In the absence of the Delivery Team Leader act as an escalation point for customer and client feedback.
 Support the Delivery Team Leader and Delivery Manager in investigating, reporting and identifying resolutions to enquiries and complaints
Housekeeping at the delivery unit
• Responsible for the security, cleanliness and maintenance of company equipment. Reporting any issues for technical repair according to company processes and procedures.
• Maintain a clean and tidy work environment at the Delivery Unit.
Administration and Reporting
 Undertake basic administration to record activities and report against key performance indicators (KPIs)
 Deal appropriately with non-deliverable and returned mail according to company processes and procedures
 Adhere to and support the maintenance of all standard operating procedures in the delivery unit.
Team Leader Responsibilities
In the absence of the Team Leader fulfil the role and responsibilities of the Team Leader including but not limited to:
 Supervisory responsibility for a team of Delivery Operatives including:
• Planning and co-ordination of coverage and resources
o Organising team (Quality, Cost and Delivery) and individual targets ensure the achievement of delivery unit targets
 Unloading of deliveries of goods in/out, preparation, allocation, and redirection of mail allocated to the Delivery Unit. Dealing promptly and accurately with non-deliverable/returned mail according to company processes and procedures
 Manage arrangements for secure access to customer mail boxes taking responsibility for all keys, property, and equipment, held at the delivery unit.
 Administration for the team including but not limited to reviews, payroll and bonus payments, performance, statistics and round delivery instructions.

Any other reasonable duty

Supervisory / Management Responsibilities
Will be responsible for enhancing the supervision and co-ordination of a team of Delivery Operatives and accepting full responsibility for the team in the absence of the team leader. An enhanced hourly rate will be payable for those hours that the Assistant Team Leader/Senior Delivery Operative works undertakes Team Leader duties in their absence.

Key skills (Interpersonal):
Essential:
 Maintains a smart professional image and attitude
 Enjoy working as a team as well as alone – self motivated and able to work on own initiative
 Available to work flexible hours as required to ensure cover of the Team Leader role.
 Feel confident in challenging issues of concern or poor performance
 Able to influence and gain commitment from all levels of staff
 Flexible, adaptable and able to respond rapidly to change
 Good listener able to remain calm when dealing with complaints
 Verbal and written communication skills – able to read and write in fluent English
 Target driven – able to work to deadlines and meet stretching performance standards
 Able to multi-task to tight deadlines
Desirable:
 Coaching and feedback skills
 Influencing skills
 Assertive

Key skills (Technical):
Essential:
 Basic map reading skills
 Able to carry a bag of 16Kg
 Security focused with a commitment to Health & Safety
 Planning and organising skills
 Client and customer focused
 Basic IT skills – data input systems
 Numerate & literate, able to read and write in English
 Ability to deal with confidential and sensitive information
 Able to work quickly and accurately with good attention to detail
Desirable:
 Strong business administration skills
 Ability to identify improvements in standard operating procedures and processes

Experience (type and level ):
Essential
 Experience of working in a customer facing role essential
Desirable
 Business administration experience
 Experience of supervising and motivating a team to exceed targets UK Driving licence desirable

Miscellaneous (e.g. shift work, requirement to drive, travel etc):
Essential:
 Must be able to travel between delivery units, so own transport required
 Full and comprehensive work history for up-to 3 years with no gap (where appropriate)
 Basic Criminal Record Bureau (CRB) disclosure will be required for all posts