Evri Group is the UK’s premier parcel delivery business, uniting four distinct brands—Evri, Evri Premium, a network of DHL, UK Mail and Irish e-commerce specialist Coll-8—to deliver more than 1 billion parcels and letters annually across the UK and to over 200 global destinations. With 12,000 colleagues, 30,000 couriers and drivers, 8,000 vehicles, and a nationwide network of hubs, depots and fulfilment centres, we combine over 50 years of expertise with the scale and flexibility to support everyone from casual senders to SMEs and major retailers. Driven by our friendly, ambitious and diverse people, we are passionate about delivering exceptional service and offer exciting opportunities across the Evri Group.

Agency Workforce Manager

Your purpose

As an Agency Workforce Manager, you will lead the end-to-end management of temporary agency labour across your designated operational area.

You will be responsible for ensuring the business has access to the right quantity and quality of temporary labour, at the right time and at the right cost, through effective agency partner management, workforce planning, forecasting and performance management.

You will own the relationship and performance of the agency supply base across an operational area of approximately 10 to 15 depot and hub locations, working closely with operational leaders and agency partners to ensure workforce requirements are consistently met.

You will lead the development and optimisation of the agency panel, ensuring suppliers deliver against agreed service, fulfilment, quality, cost, compliance and productivity measures.

The role will have a strong focus on workforce planning and operational readiness, including seasonal and peak trading requirements, new sites, changes in operational demand and longer-term workforce requirements.

You will use workforce data, agency performance information and operational insight to identify opportunities to improve fulfilment, reduce cost, increase agency productivity and strengthen the overall temporary labour model.

You will be accountable for:

• Implementing the Depot Operations and Transport Agency Workforce Strategy across your designated area, ensuring agency labour requirements are aligned to current and future operational demand.
• Creating and maintaining agency workforce plans, forecasts and labour requirements, ensuring sufficient temporary resource is available to support 24/7 warehouse and transport operations.
• Managing agency labour supply across a designated area of approximately 10 to 15 depot and hub locations, including warehouse operatives, HGV drivers, van drivers and other temporary labour requirements.
• Building and maintaining effective relationships with agency partners, ensuring suppliers understand operational requirements and are held accountable for delivery against agreed performance standards.
• Managing the regional agency panel and ensuring the appropriate allocation of labour requirements across suppliers to maximise fulfilment, competition, resilience and value.
• Monitoring and managing agency fulfilment against agreed requirements, including fill rates, shortfalls, cancellations, no-shows, attendance and unfilled demand.
• Developing and maintaining agency performance scorecards and MI, providing clear insight into supplier performance, operational risks, trends and opportunities.
• Holding regular performance reviews with agency suppliers and agreeing corrective actions where performance falls below required standards.
• Managing agency costs and expenditure against agreed budgets, identifying opportunities to improve cost efficiency and deliver measurable savings.
• Monitoring agency rates, mark-ups, overtime, premium labour and other agency-related costs, ensuring commercial controls are consistently applied.
• Supporting the effective management of the PSL and agency supply model, including supplier performance, allocation, capability and ongoing optimisation.
• Ensuring agency suppliers have sufficient capacity and capability to meet operational requirements, particularly during peak trading periods and periods of significant volume fluctuation.
• Developing seasonal agency workforce plans for peak trading, new sites and other periods of increased demand, ensuring supply capacity is secured sufficiently in advance.
• Working closely with Depot and Hub Operations to understand workforce demand, identify emerging risks and agree appropriate agency labour solutions.
• Acting as the key point of contact between operational teams and agency partners, ensuring workforce requirements are clearly communicated and effectively managed.
• Identifying and resolving agency supply issues, including fulfilment gaps, attendance challenges, quality concerns, compliance issues and supplier performance failures.
• Developing agency workforce contingency plans to protect operational continuity during periods of labour shortage, supplier underperformance or unexpected increases in demand.
• Ensuring agency labour is deployed against agreed workforce plans, shift requirements and operational priorities.
• Managing the allocation and utilisation of agency labour to maximise productivity and minimise unnecessary agency spend.
• Acting as the subject matter expert for agency workforce management systems and tools, including JoinedUp and other workforce management technology.
• Ensuring accurate agency workforce data is maintained and used effectively to provide operational, commercial and supplier performance insight.
• Producing regular MI and reporting covering agency headcount, fulfilment, spend, rates, supplier performance, attendance, productivity and workforce trends.
• Using data and operational insight to identify opportunities for continuous improvement across the agency workforce model.
• Identifying opportunities to reduce agency dependency, improve retention of temporary labour and support the transition of suitable agency workers into longer-term workforce solutions where appropriate.
• Managing the AWR position across agency labour, ensuring appropriate controls are in place and unnecessary additional employment costs are avoided.
• Ensuring agency suppliers operate within agreed contractual, commercial and compliance requirements.
• Monitoring agency compliance with relevant employment legislation and company requirements, including AWR, right to work, GDPR, health and safety and other applicable temporary labour regulations.
• Working with internal stakeholders to ensure agency suppliers meet required onboarding, training, compliance and operational standards.
• Managing agency-related escalations and complaints, identifying root causes and working with suppliers and operational teams to implement sustainable solutions.
• Developing and implementing agency workforce initiatives designed to improve supply, retention, attendance, fulfilment, productivity and cost effectiveness.
• Supporting the development and implementation of new agency workforce processes, systems and technology in collaboration with Operations, IT, Finance, Procurement and other relevant functions.
• Leading continuous improvement activity across the agency workforce model, challenging existing practices and identifying alternative solutions where these can improve operational or commercial outcomes.
• Providing expert advice to operational leadership on agency labour strategy, supply risks, workforce availability, supplier performance and cost.
• Supporting new site launches, operational changes and major business projects by developing appropriate agency workforce strategies and securing the required temporary labour capacity.
• Ensuring the agency workforce model remains flexible and responsive to changes in volume, geography, operational requirements and labour market conditions.
• Ensuring all agency workforce activity is delivered in accordance with company policies, contractual requirements and applicable employment legislation.