Barry Spence

Experience

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  Eddie Stobart

  Sept 2006 - Sept 2009

  Customer Service Representative
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  DHL

  Sept 2009 - Dec 2015

  - Leading the Transport Department based on a customer site, I was responsible for 10 drivers and vehicles ensuring the smooth running of all deliveries to both NHS hospitals and home patients. The contract delivered a specialist service which required my personal, customer focused approach- Heavily involved in the strategic development of the operation and all operational decisions made were done with my experienced input- Developed a strong customer relationship ensuring all customer objectives were achieved - Sole responsibility the dispatching, routing and tracking of delivery vehicles to ensure that the right products, in the right quantities were delivered to the right locations at the right time- Carried out a re-modelling of the delivery schedule which resulted in an annual saving to the company of £50,000- Maximised the in-house fleet, saving £4,000 per month- Ensuring all fleet vehicles were properly and timely serviced and maintained Show less - Working with the four biggest healthcare providers in the UK, I was responsible for the transport planning environment. I progressed from Transport Planner to Planning Manager in under 4 years- Responsible for signing off the daily planned routes for over 300 vehicles, ensuring all routes and plans were cost effective before producing, analysing and reporting KPI’s to senior management- Built strong customer relationships by managing queries and complaints courteously and efficiently- Reduced budgeted off fleet spend and networked to deliver circa. £200,000 in additional backloads per annum- Created and supported a dynamic team, ensuring all staff were skilled in all areas, thus engaging them with the business, reducing staff turnover and creating close customer relations- Influential in contract wins, system implementations and had extensive involvement in projects to grow the healthcare business Show less

  • Transport Manager

    Jan 2015 - Dec 2015

  • Transport Planning Manager

    Jan 2012 - Jan 2015

  • Transport Planner

    Sept 2009 - Jan 2012
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  The Fragrance Shop

  Dec 2015 - Mar 2017

  Customer Operations Manager

  - Responsible for monitoring and enhancing the customer journey for online orders and overseeing the delivery of an estimated 300,000 parcels with a value of over £16million to the end user- Working collaboratively with all business areas to identify and develop ways to improve the customer experience by reviewing and improving systems to streamline processes and drive optimum efficiency- Provided regular analysis of the most reported customer complaints, issues and delivery feedback which led to the Company winning the 2017 Feefo Award for Utilising Consumer Reviews - Accountable for courier management, defining SLA’s, monitoring performance and managing costs. I implemented and created a strong working relationship with Hermes that provided 90% delivery coverage for all orders Show less

• 

  CitySprint

  Mar 2017 - May 2021

  Operations Manager

  - Sole responsibility for the day to day operation of the planning, warehouse and fleet departments for the depot, which has the company’s largest volume, budget and income outside London- Pro-actively review, report on, maintain and improve KPI’s for the Company’s portfolio of Customers, which include; Hermes, AAH, Phoenix, Lloyds Pharmacy, Topps Tiles and UPS- Positively increased KPI’s from 85% to 95% across the board - Key role taken in ensuring a smooth on-boarding process for all new contracts into the business- Working closely 30 site-based team members we review current processes and implement new procedures to ensure the smooth running of each department.- With the largest geographical coverage of any Service Centre, I am accountable for over 200 self-employed couriers and manage their expectations as individual businesses- Implemented a ‘Nursery Programme’ for new couriers to improve retention rate, providing them with a stable income and shared workload, to facilitate both company and courier growth- Conduct daily huddles, providing an open forum to encourage discussion, share views, highlight issues and generate resolutions, building on each individual’s strengths and helping them achieve their full potential - Implemented SOP’s for the warehouse and office environments, designated specific warehouse areas for each contract and have matched employee skill sets to relevant tasks, all of which has created a more organised and efficient operation. I constantly review this operation and feedback any issues, with solutions, to the business Show less

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  DHL Supply Chain

  May 2021 - now

  National Planning & Regional Operations Manager

  - Managing a 7 day national centralised transport planning operation for high profile customers such as Next & Homebase - Leading for our Midlands Hub, overseeing the transport department including FLM's and driving community- Key individual in various cost savings initiatives the benefit both company and customer- Overseeing the daily plans for over 120 vehicles, ensuring all routes and plans were cost effective before producing, analysing and reporting KPI’s to senior management- Steadily improved UK wide customer leadtime from 21 days to under 5 days - Re-modelled internal trunking network reducing weekly cost by £13k per week- Continuous improvement leading to gainshare opportunities - Created, supported, managed and upskilled a dynamic team, ensuring all staff were beneficial in all areas, thus engaging them with the business, reducing staff turnover and creating close customer relations- Drastically reduced off fleet spend by £5-7k per week - Fulfilled a crucial role in guiding contractual KPI increases to meet customer requirements - Influential in contract wins, system implementations and had extensive involvement in projects to grow the home delivery business Show less