Job Introduction

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 Team

Please be aware that all roles 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 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 Responsibilities}

• Contribute 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 Candidate}

• A 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 Rewards}

• Hybrid Working Options – opportunity to work from both the office and from the comfort of your own home
• Annual Leave – 34 days entitlement (including statutory bank holidays) which increases with service
• Holiday Buy Scheme – Buy up to 5 additional days
• Enhanced Pension Plan options – Company enhanced contributions of up to a 6% match
• Private Medical Insurance – via AXA
• Life Insurance – Company funded 2x basic salary life cover from day one
• Medicash – An easy-to-use health insurance package that provides cashback towards your everyday healthcare bills
• Employee Assistance Programme – Free 24/7 confidential wellbeing support
• Progression and Development Opportunities – Department specific technical training and Internal Management Development Academies
• Staff 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 studios
• Cycle to work scheme – In partnership with Evans cycles the ArrowXL C2W scheme offers great benefits and discounts
• Long service awards – We go out of our way to recognise and reward our colleague commitment with our long service awards programme
• Employee of the month – Winners receive £25 voucher, certificate and Hall of fame recognition
• CEO Award of the month – Winners receive £100 voucher, certificate and Hall of fame recognition
• Departmental Incentives – Year-round departmental competitions, seasonal incentives and fantastic gifts
• Retail 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 savings

Our culture thrives on Six core values that form who we are, these are:

Innovative I Safe I Respectful I Excellent I Responsible I One Team

ArrowXL