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Shift Supervisor (Bristol)

Full-time Bristol Posted: 2 weeks ago

ByBox is a market leader and supply chain innovator, providing extremely reliable “last mile” delivery of critical replacement parts to the global field service industry. ByBox provides end-to-end supply chain solutions used by hundreds of large businesses in the UK and around the world.

In today’s digital world, every company is a “services” company. Successful companies will be the ones who exceed ever increasing customer expectations. Field service has become a crucial battleground, as delivery windows and SLA’s get tighter. Every service moment is an opportunity to solve, optimize and delight our customers – or fail, and give the competition an opening to exploit. Companies are investing billions to automate and optimize field service workers, but are still failing to achieve world class service because of the inventory modernization gap. Old inventory management approaches are falling apart at the edge of customer service.

ByBox solves this problem through our unique and advanced technology platforms and smart locks which ensure that both the part and the service engineer are at the right place at the right time. Our solutions extend enhanced intelligence, visibility and security to critical spare parts inventory at the dynamic field service edge, turning any space into a secure site to optimize placement of critical parts – so that the parts that matter are in the places that matter in the timeframes that matter, without breaking the bank. In our UK base, we fulfil our mission by providing unparalleled on-time, in-night deliveries through eight strategically located distribution centres, a network of over 30,000 proprietary SmartLockers, and a reliable network of third-party delivery services. ByBox is profitable and has global annual revenues in excess of £70M.

The Position

To ensure the efficient and smooth control of the DC operation to provide high-quality of service to both internal and external customers, sustaining a good working relationship with all business partners, contractors and suppliers. Managing the team’s performance against KPI’s and Customer SLA’s.

 

Endeavor to achieve delivery, collection and line haul SLA’s and be dynamic in the resolution of meeting these, investigating and dealing with all local operational discrepancies following them through to an acceptable solution. Must be flexible and adaptable regarding working hours and be willing support of other resources, providing a detailed operational handover on completion of shift. Ensure all required reports are completed within the given time frames and keep up to date with all procedures, operational and company developments.

Ensure local housekeeping and safe keeping and integrity of the customers freight is maintained to the highest standard at all times, maintaining the highest standards of security at the premises, attending out of hours when necessary.

The Person

A minimum of two years’ supervisory experience within a distribution environment with a demonstratable ability to meet demanding KPI targets.

Must be familiar with IT Microsoft Works and have a basic understanding of Human Resources processes specifically; absence management, conduct management and performance management.

Have an approachable demeanour, be self-motivated and show commitment, enthusiasm and passion for the role adopting a proactive approach.

A full UK Driving Licence and FLT Licence is desirable.

Location: Bristol

Hours of work: Monday to Friday – 15:30 to 00:30

  • Application Process:

    • Please apply in writing to HR including a covering letter and up to date CV
    • Email: recruitment@bybox.com
    • Closing date for applications:  31st January 2022 

FSL Customer Support Advisor - Out of Hours Cover

Full-time Posted: 2 weeks ago

ByBox is a market leader and supply chain innovator, providing extremely reliable “last mile” delivery of critical replacement parts to the global field service industry. ByBox provides end-to-end supply chain solutions used by hundreds of large businesses in the UK and around the world.

In today’s digital world, every company is a “services” company. Successful companies will be the ones who exceed ever increasing customer expectations. Field service has become a crucial battleground, as delivery windows and SLA’s get tighter. Every service moment is an opportunity to solve, optimize and delight our customers – or fail, and give the competition an opening to exploit. Companies are investing billions to automate and optimize field service workers, but are still failing to achieve world class service because of the inventory modernization gap. Old inventory management approaches are falling apart at the edge of customer service.

ByBox solves this problem through our unique and advanced technology platforms and smart locks which insure that both the part and the service engineer are at the right place at the right time. Our solutions extend enhanced intelligence, visibility and security to critical spare parts inventory at the dynamic field service edge, turning any space into a secure site to optimize placement of critical parts – so that the parts that matter are in the places that matter in the timeframes that matter, without breaking the bank. In our UK base, we fulfil our mission by providing unparalleled on-time, in-night deliveries through eight strategically located distribution centres, a network of over 30,000 proprietary SmartLockers, and a reliable network of third party delivery services. ByBox is profitable and has global annual revenues in excess of £70M.

The Position

As FSL Customer Support Advisor – out of hours you will interact with internal and external customers to provide and process information in response to inquiries, concerns and requests about deliveries and services. You will provide the highest standards of service support and an enjoyable customer experience for our customers so ensuring ByBox service is the best in the market.

Required to deal with all telephone calls and emails in a courteous and friendly manner, complete call logs and record details of actions taken, perform customer verifications and security checks and complete all administrative work on time and to the required standard. You will process orders, taking strategic decisions on stock selections and location to fulfil customer requirements, monitor jobs on the road to meet correct ETA’s whilst managing customers’ expectations. You will organise recovery processes / techniques to recover failures affecting all customers.

You will identify trends, taking appropriate action and recommending improvements to procedure and customer service with a requirement to mentor new staff members once fully trained. You will take ownership of all queries and deal with them correctly and see them through to resolution. Effective communication and coordination with internal departments and FSL’s is crucial.

Provide shift review and handover documentation, manage all out of hours communication and escalations and complete non time sensitive work to support all Customer Support departments.

Achieve all personal and team KPIs as set by customer support management. Attend regular team meetings and training events providing a positive contribution.

Adhere to all policies and procedures as laid out by the Company including health & safety and Business Continuity procedures.

The Person

A minimum of 24 months experience working in a customer support environment or experience as a client service representative with strong communication skills, customer orientation and ability to adapt / respond to varying characters.

Possess the ability to multi-task, prioritise, and manage time effectively. Attention to detail and accuracy being key. Organised and self-disciplined with an ability to prioritise under pressure

Computer literate with knowledge of MS Office, GCSE in English Language and knowledge of customer service principles and practices.

Professional, flexible driven and positive, love solving problems and able to work in a diverse environment with the ability to multi-task in a fast-paced environment.

Location: Coventry

Hours of work: 42 hours per week. 4 on 4 off shift pattern which covers 24/7 (Flexible to cover absence within the out of hours team)

Application Process:

  • Please apply in writing to HR including a covering letter and up to date CV
  • Email: recruitment@bybox.com
  • Closing date for applications: 31st January 2022 

FSL Customer Support Advisor (12 Month Fixed Term Contract)

Full-time Coventry Posted: 2 weeks ago

ByBox is a market leader and supply chain innovator, providing extremely reliable “last mile” delivery of critical replacement parts to the global field service industry. ByBox provides end-to-end supply chain solutions used by hundreds of large businesses in the UK and around the world.

In today’s digital world, every company is a “services” company. Successful companies will be the ones who exceed ever increasing customer expectations. Field service has become a crucial battleground, as delivery windows and SLA’s get tighter. Every service moment is an opportunity to solve, optimize and delight our customers – or fail, and give the competition an opening to exploit. Companies are investing billions to automate and optimize field service workers, but are still failing to achieve world class service because of the inventory modernization gap. Old inventory management approaches are falling apart at the edge of customer service.

ByBox solves this problem through our unique and advanced technology platforms and smart locks which insure that both the part and the service engineer are at the right place at the right time. Our solutions extend enhanced intelligence, visibility and security to critical spare parts inventory at the dynamic field service edge, turning any space into a secure site to optimize placement of critical parts – so that the parts that matter are in the places that matter in the timeframes that matter, without breaking the bank. In our UK base, we fulfil our mission by providing unparalleled on-time, in-night deliveries through eight strategically located distribution centres, a network of over 30,000 proprietary SmartLockers, and a reliable network of third party delivery services. ByBox is profitable and has global annual revenues in excess of £70M.

The Position

As FSL Customer Support Advisor you will interact with internal and external customers to provide and process information in response to inquiries, concerns and requests about deliveries and services. You will provide the highest standards of service support and an enjoyable customer experience for our customers so ensuring ByBox service is the best in the market.

Required to deal with all telephone calls in a courteous and friendly manner, complete call logs and record details of actions taken, perform customer verifications and security checks and complete all administrative work on time and to the required standard. You will process orders, taking strategic decisions on stock selections and location to fulfil customer requirements, monitor jobs on the road to meet correct ETA’s whilst managing customers’ expectations and be the primary contact on specific key accounts.

You will identify trends, taking appropriate action and recommending improvements to procedure and customer service with a requirement to mentor new staff members once fully trained. You will take ownership of all queries and deal with them correctly and see them through to resolution. Effective communication and coordination with internal departments and FSL’s is crucial.

Achieve all personal and team KPIs as set by customer support management. Attend regular team meetings and training events providing a positive contribution.

Adhere to all policies and procedures as laid out by the Company including health & safety and Business Continuity procedures.

The Person

A minimum of 12 months experience working in a customer support environment or experience as a client service representative with strong communication skills, customer orientation and ability to adapt / respond to varying characters.

Possess the ability to multi-task, prioritise, and manage time effectively. Attention to detail and accuracy being key. Organised and self-disciplined with an ability to prioritise under pressure

Computer literate with knowledge of MS Office, GCSE in English Language and knowledge of customer service principles and practices.

Professional, flexible driven and positive, love solving problems and able to work in a diverse environment with the ability to multi-task in a fast-paced environment

​​​​​​​Application Process:

  • Please apply in writing to the HR Department including a covering letter and up to date CV
  • Email: recruitment@bybox.com
  • Closing date for applications: 31st January 2022

Service Delivery Manager

Full Time Coventry Posted: 1 week ago

As Service Delivery Manager you will be responsible for supporting ByBox Thinventory and large growth customers. Responsible for managing all service delivery aspects of a portfolio of accounts, the SLA performance and all associated reporting and data. A logical and systematic approach will help create, implement, and develop efficiencies across the operational process.

Required to drive process execution and identify continual improvement opportunities whilst managing day to day operational processes and associated relationships as a key contact. Create schedules and process flows to reflect the operation and services we carry out and, monitor SLA and service performance across the accounts.

Manage and execute any required service delivery plans whilst being responsible for operational review meetings, presenting KPI packs and delivering service initiatives. Analysing data is key, identifying ways we can improve service and performance.

You will build strong internal relationships with support and operational functions and spend time at customer locations to understand their business to understand how our evolving proposition can support them further.

Investigation and resolution of escalated customer queries and issues is required, and you will possess an in-depth knowledge of ByBox solution and the products / services your accounts use.

Implementation of new services, train, and mentor support to Account Support Assistant(s), lead the roll out of new initiatives and support their embedment. You must understand the contractual service level agreements and own the delivery of them and identify growth opportunities, liaising with the Account Development Manager to maximise the development plans.

The Person

A strong decision maker with great analytical skills, capable with project management. Must have experience delivering excellent customer service and be an expert in understanding the ByBox operations, products and all Thinventory systems and applications.

A proven track record of identifying initiatives to make improvements to processes and operations for customers. A sound commercial and general business understanding. Able to communicate concisely and effectively at all levels and have excellent problem-solving ability.

A self-starting, collaborative, resilient and flexible individual who is customer focused. Committed, positive, enthusiastic, and passionate with an ability to work under pressure.

Knowledge of Thinventory, WMS, TMS, OMS and Thinventory Mobile and possess intermediate Excel and PowerPoint skills.

Application Process:

  • Please apply in writing to the HR Department including a covering letter and up to date CV
  • recruitment@bybox.com

HR Business Partner

Full time Coventry – Regular Travel Posted: just now

The HR Business Partner role at ByBox is integral to developing strong working relationships and practices with operational teams throughout the ByBox organisation. Providing commercially appropriate people management guidance and delivering projects enhancing our employee value proposition. 

Specific responsibilities

  • We are looking for a true business partner whose commercially astute.
  • Someone who is able to avoid the day to day administration of a busy HR team whilst demonstrating value add activity across the board.
  • To support all ER cases with varying levels of direct involvement which arise within the portfolio of functions this role will support.
  • Undertaking projects to drive improved employee value propositions.
  • Support the recruitment of individuals across a range of positions and ensure the candidate experience is positive.

Undertaking various improvement initiatives either relating directly to employees or acting as the employee sponsor in wider projects.

Skills and abilities

  • Influencing and Negotiating specifically in relation to internal stakeholder groups.
  • Exceptional organising skills in relation to own time management but also with multiple projects/issues running simultaneously.
  • Presentation writing and delivering skills. The ability to break complex explanations down into manageable chunks and share knowledge

Qualification and experience

  • Minimum – CIPD Qualified Level 7
  • Experience of working within either Logistics, Transport, Distribution or IT Engineering, IT Development sectors.
  • Experience of delivering L&D sessions as a facilitator desirable
  • Experience of working within the modern apprenticeship framework also desirable.

Character and personal qualities

  • An individual who is self-motivated and can take the initiative without being prompted.
  • Someone who owns a piece of work through to completion but knows the right time to seek support if required.
  • A true team player who recognises the importance of working as part of a wider team to deliver a universal approach.

Application Process:

  • Please apply in writing to the HR Department including a covering letter and up to date CV to recruitment@bybox.com