Operations Manager
Department: Operations & Customer Service
Location: Leeds with remote responsibility for a secondary location
Reports To: Senior Leadership Team
Job Purpose: The Operations Manager is responsible for overseeing warehouse and customer service functions, ensuring an efficient fulfilment operation that delivers excellence in service and operational performance. This role focuses on optimising warehouse systems, stock management, and fulfilment processes to achieve high on-time delivery (OTD) rates. Leading both warehouse and customer service teams, the Operations Manager enhances efficiency, streamlines business processes, and improves service performance.
With a strong emphasis on continuous improvement, scalability, and customer satisfaction, this role is integral to ensuring long-term operational success.
Key Responsibilities:
1. Operations Management: Oversee and optimise daily business operations, including forecasting, warehouse and stock management, and delivery to end customers to improve efficiency and productivity. Implement and monitor operational processes, ensuring compliance with company policies. Identify areas for process improvements to enhance availability and cost-effectiveness. Collaborate with other departments (e.g., sales, marketing, finance) to ensure smooth operations. Manage operational budgets, reporting key metrics to senior leadership. Implement technology solutions to enhance workflow and operational efficiency.
2. Customer Service Management: Develop and implement customer service policies and procedures. Lead and manage a customer service team to ensure timely and professional customer interactions. Handle escalated customer inquiries and complaints effectively, ensuring resolution. Monitor customer satisfaction levels and implement strategies for continuous improvement. Train and coach the customer service team on best practices and service excellence.
3. People Management & Leadership: Recruit, train, and develop staff within operations and customer service teams. Set performance goals and conduct regular reviews with team members. Foster a positive and productive work environment. Ensure team members adhere to company policies and industry best practices.
4. Reporting & Analysis: Analyse operational and customer service metrics to support decision-making. Prepare reports on key performance indicators (KPIs) and present insights to leadership. Identify trends in customer feedback and implement solutions for improvement.
Key Skills & Competencies:
1. Strong leadership and team management abilities.
2. Excellent problem-solving and decision-making skills.
3. High-level communication and interpersonal skills.
4. Ability to multitask and work under pressure in a fast-paced environment.
5. Strong analytical and data-driven decision-making capabilities.
6. Knowledge of customer service principles and best practices.
7. Familiarity with operational efficiency tools and techniques.
8. Proficiency in CRM systems, ERP software, and other relevant technologies.
The Person Qualifications & Experience:
1. Proven track record of driving operational excellence within a warehouse environment.
2. Ability to lead a customer service function alongside operations, fostering a positive team culture.
3. Strategic thinker with the credibility to operate at a leadership level.
4. Strong understanding of ERP and warehouse management systems.
5. Experience in managing teams, enhancing service standards, and driving continuous improvement.
6. Knowledge of industry regulations and compliance (if applicable).
7. Proven ability to manage budgets effectively and optimise operational costs.
Working Conditions:
Office-based with potential customer and supplier visits as required, with occasional travel to the secondary location. May require working outside standard office hours to address urgent operational or customer service matters.
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