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About the Role
As an Operations Support Executive (OSE), you will play a key role in supporting First Mile’s day-to-day collection and delivery operation. You will help ensure that routes are dispatched effectively, operational issues are resolved quickly, and accurate information is maintained across systems. This is a fast-paced, hands-on operational role where priorities can change throughout the shift. As a PM OSE, you will also maintain control of the operation overnight and ensure clear handovers to the following shift.
Responsibilities
- Support the dispatch of drivers and ensure drivers, vehicles, loaders and routes 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 route changes, priority collections, access issues and other operational requirements.
- Monitor priority customers and collections to help ensure important services are completed.
- Support fleet management during the shift, including vehicle changes, availability and operational issues.
- Carry out appropriate yard checks and ensure relevant operational checks are completed.
- Support loader checks and other requirements specific to the PM/night operation.
- Prepare Detrack phones and delivery documentation where required.
- Monitor relevant vehicle maintenance information and escalate issues appropriately.
- Work closely with Customer Service, Account Management, Transport and other operational teams to resolve service issues.
- Record driver and collection issues clearly and accurately so relevant teams have the information required to take action.
- Maintain effective communication throughout the shift using systems including Salesforce, Connected, Detrack, Teams and other operational communication channels.
- Produce a clear and comprehensive end-of-shift handover, including outstanding collections, vehicle changes, incidents, priority issues and anything requiring action from the next team.
Requirements
- Highly organised and able to manage several priorities at the same time.
- Comfortable working in a fast-paced operational environment where plans can change quickly.
- Confident communicating with drivers and able to build positive working relationships with the driving team.
- Calm under pressure and able to find practical solutions to operational problems.
- Confident using technology and able to learn new systems quickly.
- Accurate when recording and communicating operational information.
- Comfortable working independently while also being part of a wider Operations team.
- Able to prioritise urgent work and understand the impact operational decisions have on customers.
- A strong communicator who can provide clear information between shifts and departments.
- Flexible and comfortable working across the two PM/night shift patterns when agreeing the rota.
Skills
- Salesforce
- Connected
- Detrack
- Microsoft Office package including Outlook, Work and Excel
- Communication skills
- Organisational skills
- Adaptability
Location
- Minerva Road, NW10
Work Type
- Full-time
- PM/night shift
Experience Level
- Not specified
Education Level
- Not specified
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.
About the Company
- First Mile is a leading UK sustainability services provider and certified B Corp, delivering waste management and recycling solutions to more than 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 — including the recent addition of Greenzone Facilities Management to the Group.
- 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.
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.