Route Planning & Service Delivery Coordinator

Route Planning & Service Delivery Coordinator

Location: Remote – South Africa

Employment Type: Full-time, Permanent

Working Hours: Aligned with UK business hours

Salary:

Start Date: TBC


About us


We are a growing UK-based scrap metal recycling company specialising in the collection and recycling of non-ferrous metals from trade professionals. Our customers use our bins to store recyclable materials, with our fleet of vehicles carrying out scheduled collections and deliveries across the UK. As the business continues to grow, efficient route planning, excellent customer service and strong day-to-day coordination are critical to our success.


About the Role


We are looking for a highly organised, proactive and solutions-focused Route Planning & Service Delivery Coordinator to join our growing operations team. This is a remote role based in South Africa, working closely with our UK-based drivers, customers and management team and reporting directly to the Service Delivery Manager. The role will have a strong focus on daily route planning, driver coordination, customer service and operational support. You will be responsible for helping ensure that our vehicles are planned efficiently, our drivers have clear and achievable schedules, and our customers receive a consistently high level of service. This is not simply an administrative position. The successful candidate will need to use initiative, make decisions throughout the day, respond quickly to changing circumstances and identify opportunities to improve the efficiency of our operations. The role also provides an opportunity to develop within a rapidly growing business, with scope for increased responsibility as our company continues to expand.


Key Responsibilities


Route Planning & Transport Operations

● Plan and optimise daily routes for our vehicle fleet.
● Allocate customer collections and deliveries to the appropriate vehicles and drivers.
● Consider vehicle capacity, location, timings, driver availability and operational constraints when planning routes.
● Monitor routes throughout the day and make adjustments where required.
● Respond to last-minute customer requests, cancellations, additional collections and operational changes.
● Identify opportunities to improve route efficiency, reduce unnecessary mileage and maximise vehicle utilisation.
● Maintain and update customer location and route-planning data.
● Ensure drivers receive accurate and practical daily schedules.
● Communicate route changes and operational requirements clearly to drivers.


Customer Service

● Respond to customer enquiries via email, telephone and other communication platforms.
● Coordinate collection and delivery requirements with customers.
● Provide clear and professional communication regarding bookings, changes, delays and operational queries.
● Manage customer expectations and proactively resolve issues where possible.
● Maintain a high standard of customer service across all interactions.
● Escalate significant customer or operational issues to the Service Delivery Manager when appropriate.


Administration, Data & Reporting

● Maintain accurate customer, route and operational information within our systems.
● Ensure changes to customer requirements and locations are recorded promptly.
● Assist with monitoring operational KPIs and performance.
● Produce and maintain regular operational reports and analysis.
● Identify trends, inefficiencies or recurring issues and raise these with management.
● Support improvements to internal processes, systems and procedures.


General Operations Support

● Work closely with the Service Delivery Manager and wider management team to support the smooth running of daily operations.
● Assist with other administrative and operational tasks as required.
● Contribute ideas and recommendations for improving efficiency, customer experience and operational performance.
● Take ownership of assigned tasks and ensure they are completed accurately and within agreed timescales.


The Ideal Candidate


We are looking for someone who is organised, reliable, confident and able to think on their feet.


The ideal candidate will:


● Have experience in logistics, transport planning, customer service, administration or a similar operational environment.
● Be comfortable working independently in a remote environment.
● Have excellent organisational and time-management skills.
● Be confident communicating with customers, drivers and management.
● Have strong attention to detail and a high level of accuracy.
● Be comfortable working with multiple systems and digital platforms.
● Have experience using CRM systems, mapping/route-planning tools, email and other business software.
● Be confident making decisions and adapting plans when circumstances change.
● Have a practical understanding of vehicle capacity, routing and general transport considerations.
● Be comfortable working with data and identifying operational trends or inefficiencies.
● Have a proactive approach and be willing to take ownership rather than waiting to be instructed.
● Have a strong customer-service mindset and genuinely care about delivering a good customer experience.
● Be able to remain calm and organised when dealing with multiple competing priorities.


Desirable Experience


The following would be advantageous but are not essential:


● Previous experience in transport planning or logistics.
● Experience planning routes for a commercial vehicle fleet.
● Experience working within the UK logistics, transport, waste or recycling industries.
● Knowledge of UK towns, cities and major road networks.
● Experience working with CRM, transport management or logistics systems.
● HGV driving experience or familiarity with commercial vehicle operations.


Full industry experience is not essential, as training will be provided. We are more interested in finding someone with the right attitude, organisational ability, communication skills and willingness to learn.


What Success Looks Like


The successful candidate will help ensure that:


● Routes are planned efficiently and accurately each day.
● Drivers have clear schedules and the information they need to complete their work.
● Last-minute changes are handled quickly and effectively.
● Customers receive timely, professional and helpful communication.
● Operational information remains accurate and up to date.
● Problems are identified and resolved before they become larger issues.
● Our growing customer base can be supported without a corresponding increase in operational inefficiency.


Why Join Us?


We are a growing business with significant opportunities for development. This position offers the opportunity to become an important part of our operations function and to grow alongside the business. You will work closely with management and have the opportunity to contribute ideas, improve processes and take on additional responsibility as the company expands.


Benefits include:


● Fully remote working from South Africa.
● Opportunity for career development within a growing international business.
● Direct exposure to UK operations and senior management.
● A collaborative and supportive working environment.
● Performance-based opportunities as the role develops.