Quality Control Centre Duty Manager Job at DHL Express – in Derby


United Kingdom-Derbyshire-Derby | Full-time | Permanent | Standard


RCS Grade: J

Hours: This is a rotating shift pattern and flexibility is required to work primarily between the hours of 19:30 – 06:30 Monday-Friday. Flexibility is also required to maintain 24hr coverage with some support at the weekend when required.

As the QCC Duty Manager, you will be responsible for planning and leading shift operations empowering the team to manage the distressed shipments effectively and provide support and coaching when required. Your responsibilities in this position will be varied and will include the below:

Team Management:
Set and drive high performance of the Team through active leadership and application of CIM Leadership techniques

Support the QCC Specialists by coaching and supporting with complex escalations

Management of time and absence including shift rosters, and annual leave administration

Managing conflict in a confident, considered and respectful manor.

Investigating Health & Safety.

Grievance and Disciplinary situations.

Providing developmental and motivational feedback

Conducting a 1:2:1 with each team member every quarter.

Conduct regular reviews of the team’s performance and identify any training and development needs.

Coordinate each shift’s Performance Dialogue session, assigning responsibility to the QCC Specialists to manage each session independently.

Continuous Improvement

Contribute to the continued discussions, development and improvement of the QCC Platform (Service Quality, People, Process and Technology).

Stakeholder engagement

Regularly liaise with QCC Directors, VP QCC and SVP GSQ regarding all QCC activities, issues and development.

Act as the QCC’s real-time point of escalation and focal point for senior management queries and requests.

Pro-actively engage stakeholders (QCC Directors and SVP SQ EU) on issues that will impact Customers Service Quality and monitor progress.

Host customer visits when required.

Act as the primary real-time contact for IT (local and global) for matters relating to AQCC systems performance and access to other applications.

Engage Network Operations to address and prevent any further impacts to the network.

Skills and Qualifications

Evidence of relevant working experience within a leadership role managing small teams – Essential

Experience within Network Operations or Customer Service – Desirable

Strong knowledge of Network Operations and workings of DHL

Good analytical and problem solving skills

Good interpersonal & communication skills

Practical planning and administrative skills

Fluent in spoken/written English

Able to travel overseas when required.

Fast Learner, Team Player and Resilient Professional

Applications: All applications must be submitted via the online recruitment platform https://www.dpdhl-jobwatch.com/ Closing Date 28th January 2022

Posting Legal Entity DHL Aviation (UK) Limited

About the Company

Company: DHL Express –

Company Location:  Derby

Estimated Salary:

About DHL Express -