Transport Operations Assistant

Job Description

Job Information

Job Title

Transport Operations Assistant

Department

Transport Operations

Reports To

Senior Transport Manager

Location

Aghalee

Job Purpose

The Customer Service Assistant provides exceptional support to our clients, ensuring their transportation needs are managed efficiently and effectively. This role is key to maintaining strong customer relationships and enhancing the overall customer experience.

Duties and Responsibilities

Customer Interaction

• Handle customer enquiries by telephone, email and chat.
• Provide timely and accurate information about HANNON's transport and logistics services.

Problem Resolution

• Address customer complaints and service issues promptly, escalating where necessary.
• Maintain customer satisfaction through clear communication and effective follow-up.

Booking and Scheduling

• Process transport bookings, including changes, cancellations and updates.
• Assist experienced planners with daily schedules and the allocation of loads, vehicles and drivers.

Data Management

• Maintain accurate and up-to-date customer, booking and delivery records.
• Record planning updates and customer requirements in the relevant systems.

Collaboration

• Work closely with operations, logistics and other departments to support smooth service delivery.
• Liaise with drivers and planners to communicate instructions, obtain updates and resolve issues.

Feedback Collection

• Gather and report customer feedback to help improve the customer experience.
• Highlight recurring service issues and suggest practical improvements.

Policy Adherence

• Follow company policies, procedures and relevant regulatory requirements.
• Support transport planning in line with drivers' hours and working time requirements, under the guidance of experienced planners.

Load Tracking

• Track collections and deliveries against agreed schedules.
• Report delays or operational issues to planners and keep customers informed.

Timed Delivery Bookings

• Contact delivery locations to arrange and confirm appointments on behalf of customers.
• Record and communicate delivery times, booking references and specific instructions.

Load Temperature Monitoring

• Monitor load temperatures during transit against customer requirements.
• Report temperature deviations promptly to the relevant planner or manager.

Knowledge, skills and experience required

Essential

• Excellent communication and interpersonal skills
• Strong problem-solving abilities with a customer-centric approach
• Ability to multitask and manage time effectively
• Attention to detail and accuracy in data entry

Desirable

• Previous experience in a customer service role, ideally in transport or logistics
• Proficiency in using customer service tools

Personal Attributes

• Proactive and customer-focused
• Friendly, professional, and approachable
• Adaptable to changing workloads and priorities
• Team player with a positive attitude

Why join Hannon Transport

• Join a company focused on innovation, sustainability and growth
• Professional development and training opportunities
• A competitive salary and company benefits are available for the right candidate

Note: This description is intended to be a guide of what duties are most likely to be but should not be taken as a definitive list. Hannon reserves the right to vary duties and add duties as they deem necessary.