Job Title: Operations Controller

Location: London (on-site) office based and Delivery Stations across London (you may be assigned to different stations)

Department: Operations

Reporting to: Operations Manager

Hours: Full-time, shift-based (SundaySaturday operation)

About The Role

We are seeking talented Operations Controllers to join our young and dynamic team.

This is a highly operational, hands-on role supporting live delivery performance across our London stations.

You will work with pre-planned routes, monitor execution in real time, and lead a large rider/driver group to ensure coverage, quality, and high performance every day.

Youll be a key link between riders, the station, and the Operations Manager solving problems quickly, keeping the team motivated, and ensuring strong adherence to process, safety, and KPIs.

We recognise and nurture talent, and progression can be rapid for high performers.

Shift Pattern & Working Hours

Operation runs Sunday to Saturday (7 days/week)
You will be expected to work Saturdays and Sundays (rota-based)
Hours of operation vary between 06:00 and 00:00 (midnight)
Shifts are scheduled within this window depending on operational needs

Key Responsibilities:

Support your Operations Manager with rider/driver and zone management across the station(s).
Lead and coordinate 5080 Driver/Riders, ensuring readiness, attendance, and smooth execution.
Run day-to-day live operations control: identify issues early (late departures, route failures, no-shows), take action, and escalate appropriately.
Research and implement initiatives to foster the rider community, improve engagement, and drive high retention.
Manage and delegate email and phone correspondence, ensuring communications are timely, professional, and tracked.
Meet with riders regularly to understand issues, remove blockers, and improve performance and standards.
Supervise rider hours approvals, support payments, and handle related administration.
Ensure compliance with operational SOPs, route procedures, and station routines.
Support Health & Safety standards on-site and promote safe working practices.
Take ownership of a variety of ad hoc operational tasks to support the shift and wider business needs.

Requirements:

A good degree from a good university (however, we will consider equivalent professional and life experience).
Exceptional organisational skills and strong attention to detail.
Stress-resistant and able to perform under pressure in a live operation.
Entrepreneurial spirit with a willingness to roll up your sleeves and get stuck in.
Driven, coolly confident mindset with the ability to build day-to-day team leadership.
Demonstrated routing experience is required, with good knowledge of the M25/London area.
Multi-drop logistics experience is a plus (last-mile delivery environment).
Relentless work ethic and willingness to go the extra mile when needed (especially during peaks/incidents).
Strong experience with Microsoft Office, especially Excel, plus Google Drive/Sheets, and a keen eye for data.
Good knowledge of Health & Safety guidelines is a plus.
A clear CRB / D&A check is required and will be carried out by the company if not already in place.

Benefits:

Full training and induction
Fast progression opportunities for strong performers
Work in a young, dynamic, fast-growing operations environment

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Operations Controller