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About the Role

As a Spare Operations Support Executive (OSE) – AM, you will play a key role in supporting the smooth running of First Mile’s daily collection and delivery operation. This is a flexible operational support role designed to provide additional resilience across the AM Operations team. When not providing rota cover, you will normally work Monday to Friday, supporting the wider operation and carrying out OSE responsibilities. When covering another OSE, you will temporarily move onto the relevant 4 days on / 2 days off rota for the duration of the cover. The role will also provide cover for the Senior Operations Supervisor from time to time, requiring a strong understanding of the wider operation and comfort in taking additional responsibility for overseeing the shift, supporting the team, and making operational decisions.

Responsibilities

Support the daily dispatch operation, ensuring drivers, vehicles, loaders and rounds are correctly allocated.
Monitor collection and delivery rounds throughout the shift and respond to operational issues as they arise.
Maintain accurate operational information in Salesforce and other operational systems.
Investigate and reallocate missed collections, urgent collections, extras and new service requirements.
Communicate regularly with drivers regarding routes, priority collections, access issues, vehicle changes and other operational requirements.
Monitor priority customers and collections to help ensure important services are completed.
Support daily planning and scheduling, including driver and loader allocation, absences and operational changes.
Work closely with Customer Service, Account Management, Transport and other departments to resolve service issues.
Record driver and collection issues clearly and accurately and ensure relevant information is communicated to the appropriate teams.
Support fleet management, including vehicle allocation, availability, defects and operational changes.
Maintain effective communication throughout the shift using Salesforce, Connected, Detrack, Teams and other operational systems and communication channels.
Provide clear handovers and ensure outstanding operational issues are communicated and followed through.
Provide flexible cover across the AM OSE team during holidays, absence and other periods where additional operational support is required.
Oversee the AM operation and ensure the shift runs effectively when covering the Senior Operations Supervisor.
Review driver, vehicle and route allocations and make operational changes where required when covering the Senior Operations Supervisor.
Provide guidance and operational support to OSEs and other colleagues during the shift when covering the Senior Operations Supervisor.
Monitor operational performance and identify issues requiring immediate action when covering the Senior Operations Supervisor.
Make appropriate operational decisions and escalate significant issues when required when covering the Senior Operations Supervisor.
Ensure priority operational issues are managed and followed through when covering the Senior Operations Supervisor.
Maintain effective communication between Operations and other departments when covering the Senior Operations Supervisor.
Ensure outstanding issues, incidents and actions are clearly communicated and handed over when covering the Senior Operations Supervisor.

Requirements

Highly organised and comfortable managing multiple priorities.
Confident working in a fast-paced operational environment.
Able to adapt quickly when operational requirements change.
Confident communicating with drivers and able to build strong working relationships with the driving team.
Calm under pressure and able to find practical solutions to operational problems.
Comfortable taking ownership and making operational decisions.
Able to step up and take additional responsibility when covering the Senior Operations Supervisor.
Confident using technology and able to learn new systems quickly.
Accurate when recording and communicating operational information.
Comfortable working independently while also supporting the wider team.
A strong communicator who can work effectively across different departments.
Flexible regarding working days, shift patterns and start times, as flexibility is a fundamental requirement of the spare position.

Skills

Salesforce
Connected
Detrack
Microsoft Teams

Location

Nationwide

Work Type

Full-time
Flexible

Experience Level

Operational support experience

Benefits

Enhanced maternity/paternity scheme
Regular company parties and events
Employee recognition at our monthly town hall event
Company pension
25 days holiday (plus bank holidays) as well as an extra day for each complete year of service.
A monthly allowance to spend on you (e.g., gym membership, pampering, travel).

About the Company

First Mile is a leading UK sustainability services provider and certified B Corp, delivering waste management and recycling solutions to over 40,000 business customers nationwide.
Operating across retail, hospitality, commercial offices and mixed-use estates, the business combines technology-enabled services with established recycling infrastructure to drive high recycling rates, transparent reporting and measurable environmental impact.
Backed by Warren Equity Partners, First Mile has ambitious plans for both organic and acquisitive growth and is actively pursuing opportunities to strengthen its market position through strategic acquisitions.
It's an exciting, fast-moving environment where our people play a central role in supporting growth, integration and delivering an exceptional service to our customers.
A fun, positive, collaborate workplace in which you can learn, working for a rapidly growing, multi award-winning business in a sector that has never been more important.

Equal Opportunity

We are an equal opportunities employer. What this means to us is that we value diversity and understand the significant benefits of having a diverse workforce, so we welcome all to apply.