ArrowXL is hiring!As the UK’s leading provider of Two-Person Home Delivery, we continuously strive to make the world of delivery a better place. Our aim is to build a welcoming and friendly business that supports the local community.We store and deliver large, heavy and bulky items in pristine condition – the kind of items that typically need two attentive people to handle. Quite often these items need installing for our customers, which we also do!The ArrowXL culture thrives on six core values:Innovative I Safe I Respectful I Excellent I Responsible I One TeamPlease be aware that allroles at ArrowXL are subject to a mandatory criminal record DBS check.The role is primarily remote, with a requirement to visit the Worcester hub once a week.Candidates should be based in an area with practical access to Service Partner sites across the Southwest, Wales, and the Midlands.The Service Partner Contract Manager oversees Service Partner contracts, ensuring contractual obligations are met and services operate efficiently and to a high standard. The role covers all elements of Service Partner management, from onboarding / training, managing service quality, and resolving contractual issues.This position works closely with the Transport Manager, General Manager and the Transport, Warehouse and Returns teams to improve processes and share best practices. The job includes remote work and requires weekly visits to the Worcester hub.Main ResponsibilitiesContribute to the creation and maintenance of a high-performance culture within the Service Partner management structure, focusing on operational excellence and relationship-building.Responsible for managing contracts and relationships with service partners, ensuring high service levels.Assist in effective contract management, including negotiation, renewal, and dispute resolution, in line with company policies.Identify opportunities for improved efficiency and cost savings across the service partner network, making recommendations and supporting the implementation of changes as necessary.Proactively manage service levels and support prompt responses to any issues affecting delivery or compliance.Coordinate daily communications and regular meetings and audits with Service Partners to monitor performance and address any gaps in service quality.Assist in the onboarding and training of new Service Partners, ensuring they understand company standards, policies, and procedures.Make decisions that prioritize customer satisfaction and optimize delivery schedules, balancing cost and quality considerations.Seek and support the implementation of continuous improvement initiatives, enhancing contract management processes and service delivery standards.Assist in developing strategic plans for Service Partner operations, including contingency planning and risk management.Work closely with key internal stakeholders, including the overall Transport Department, to ensure alignment with overall business goals.Share best practices and provide technical guidance on contract management and operational improvements.Collaborate with the Strategic Service Partner Manager to implement consistent policies and processes across all service partners and sites.The Ideal CandidateA minimum of 3+ years' experience in a contract management or relevant operational management role, within the logistics or transport industry.Strong knowledge and experience in managing third-party service providers and contract negotiations.Proven track record in improving operational efficiency and service delivery.Demonstrate resilience, self-motivation, and flexibility in a fast-paced environment.Strong analytical skills and problem-solving capabilities.Ability to influence and coach teams to achieve high performance.In-depth knowledge of contract law and compliance standards.Experienced in managing and implementing changes in complex organizational settings.Excellent interpersonal and communication skills.Proficient in managing formal disciplinary processes and adherence to company procedures.Qualifications: Full UK Driving Licence.Benefits and RewardsIn addition to a competitive salary, you’ll receive many excellent additional benefits including:Hybrid Working Options –opportunity to work from both the office and from the comfort of your own homeAnnual Leave –34 days entitlement (including statutory bank holidays) which increases with serviceHoliday Buy Scheme –Buy up to 5 additional daysEnhanced Pension Plan options – Company enhanced contributions of up to a 6% matchPrivate Medical Insurance – via AXALife Insurance – Company funded 2x basic salary life cover from day oneMedicash– An easy-to-use health insurance package that provides cashback towards your everyday healthcare billsEmployee Assistance Programme – Free 24/7 confidential wellbeing supportProgression and Development Opportunities –Department specific technical training and Internal Management Development AcademiesStaff Discount at www.very.co.uk (25% discount on designer branded clothing, footwear and home accessories with 15% off furniture, leisure and electrical items)Discounted Gym Membership – Up to 25% discount across 3700 nationally located gyms, health clubs, leisure Centres, bootcamps and fitness studiosCycle to work scheme – In partnership with Evans cycles the ArrowXL C2W scheme offers great benefits and discountsLong service awards – We go out of our way to recognise and reward our colleague commitment with our long service awards programmeEmployee of the month – Winners receive £25 voucher, certificate and Hall of fame recognitionCEO Award of the month– Winners receive £100 voucher, certificate and Hall of fame recognitionDepartmental Incentives – Year-round departmental competitions, seasonal incentives and fantastic giftsRetail Discounts – Huge discount savings in supermarkets (Asda, Tesco, Morrison’s and Sainsburys), Fashion discounts with (Adidas, Asos, H&M, Boohoo, JD and Matalan) and Technology discounts with (Apple, Argos, Currys/PC World and John Lewis), plus many more savingsOur culture thrives on Six core values that form who we are, these are:InnovativeISafeIRespectfulIExcellentIResponsibleIOne Team
