Company Description

• Contract Type: Permanent / 37.5 hours per week
• Salary: £56300 per annum, plus company car and bonus
• Location: Working across the London area
• Days of Working: Monday to Friday
• Hours of Work: Flexible working

DPD UK is a member of Geopost who are a market leader in parcel delivery and e-commerce solutions, providing a broad range of delivery and innovative services for customers worldwide. DPD UK has a turnover of over £2 billion and our aim is to be the most sustainable delivery company in the UK. At DPD UK we also aim to deliver the best service, use the best technology and recruit and retain the best people in the industry.

DPD is a Valuable 500 company and a Disability Confident Employer.

Job Description

DPD have circa 8,500 Owner Driver Franchisees (ODFs), that help deliver fantastic service to our customers, and as the successful candidate you will have accountability across an entire Region’s Depots and ODFs. Therefore potential relationships for each Regional Relationship Manager will be between 900-1,400 per manager.

We are looking for outstanding individuals skilled in the art of negotiation, conflict resolution, and relationship management.

Your primary responsibility will be to effectively manage the relationship, and upward and downward communication to/from our ODF population, Depot Management and Senior Management. This is a crucial role in achieving our exceptional service levels, as our ODFs are critical to the successful delivery and collection of parcels for our customers and end consumers.

We also expect you to:

• Be highly visible; in Depots to regularly walk floors and gain direct feedback from ODs and Drivers, as well as build strong working relationships with Depot management - min 3 per week site visits
• Meet regularly with both MRFs and Service Champions to resolve issues, and promote Depot relationships
• Attend Service Champion in Depot days
• Hold a quarterly Regional Service Champion meeting
• Run & support depot engagement days, this involves attending the site and holding meetings via appointments with ODFs and the Depot to resolve issues, and promote key messages.
• Own the new starter process including completing the VoE and Red Alerts processes for all sites in the Region.
• Form a structured induction/new starter programme with each site to maximise retention and ensure it is followed
• Responsible for actively managing and preventing OD debt - action and investigate all instances of bad debt on the report, work to resolve the issues pertaining to debt and create plans to recover.
• Audit MRF population - complete the legal audit process for all MRFs in sites at least once per year, or more if required.
• Attend all Regional meetings to provide updates and direction to RM and Depot management
• Real Living Wage - actively manage and resolve any RLW issues within their Regions
• Deal with any OD/MRF/driver issues as they arise - pay queries, earnings, stand downs, SF points, etc
• Customer Service Escalation point of contact for issues concerning ODFs
• Own and manage all OD related messaging groups to ensure all queries answered, fantastic two-way communications, and drive engagement levels.
• Mange all ODF end of contracts, ensuring full process and compliance is followed
• Hold monthly Depot reviews with all sites

Qualifications

You must be able to evidence a successful track record in relationship management and conflict resolution, ideally within the distribution or similarly related industry. You will be comfortable operating in an environment where working efficiently under pressure and at pace is critical,

Your outstanding communication and interpersonal skills will stand you in good stead in this role as will your ability to think strategically, tactically and then operate proactively. You will be a highly motivated and effective self-starter, driven to ask questions, spot and develop opportunities, and think creatively to overcome obstacles and provide solutions. We’ll also expect you to;

• Be a strong negotiator with the ability to influence both upward and downward.
• Decisive decision-making and time management skills.
• Have the ability to effect and successfully implement change.
• Strong presentation skills
• Demonstrate high levels of resilience, self-motivation, and flexibility.
• Be extremely driven to drive change in culture, and champion the scheme within the Network
• A full clean driving licence is essential as is a flexible approach to travel and overnight stays.
• Experience in using Excel/Sheets to process and manage data will be beneficial.

Additional Information

About our benefits

We recognise that our people are at the heart of our business, without them we wouldn’t be able to deliver our award-winning service to millions of customers across the country each day. It’s important to us that we demonstrate our recognition of you in providing you with more than just a salary and job stability. To name but a few…

• Holiday trading
• Enhanced maternity and paternity package
• Free life assurance of 4 x salary on joining the pension scheme
• Health Kiosks visiting every location
• Vitality at Work
• Free On Site Parking
• Discounted shopping from 100’s of retailers including up to 5% off supermarket shopping
• Milestone Days off to celebrate with your family and friends
• For employees who regularly use a screen as part of their job we offer free eye tests and support with the cost of glasses

Joining DPD can lead to not just a stable job but also a career. DPD prides itself on recognising and developing talent alongside a desire to promote from within. As a continually growing and evolving organisation, we are proud to offer a great number of development and promotion opportunities.

If you identify with our aims and values and can help us deliver our customers' promises, then this is the job for you! Apply today