Operations & Customer Services Manager £40000-£50000 neg Annual Bonus / benefits NW10 (NW London) Healthcare products. Office Based Monday to Friday,. Overview We are looking for a dynamic and detail-driven individual to lead our operational and customer services team, ensuring an exceptional end-to-end customer experience. This is a hands-on role for a creative problem solver who thrives on improving systems, processes, and service delivery. Operations & Logistics Lead and manage core operational areas: order pipeline, stock, warehouse operations, dispatch and logistics. Improve and maintain systems and processes to optimise workflow and efficiency. Use data and reporting tools to monitor KPIs, spot inefficiencies, and implement improvements. Support the Warehouse Manager to prioritise resources to meet order demand and delivery timelines. Oversee procurement to minimise back-order delays. Manage freight partners Customer Services Oversee the Customer Services team to deliver outstanding support and aftersales care. Ensure queries, complaints, and order issues are resolved quickly and professionally. Track customer satisfaction metrics and work cross-functionally to resolve service-impacting issues. Team Leadership & Collaboration Direct and support customer-facing staff to deliver seamless service and fulfilment. Develop the team’s skills and motivation through mentoring and coaching. Maintain productive relationships with suppliers and vendors. Collaborate with Sales and Marketing to support growth, margin, and service goals. Compliance & Continuous Improvement Ensure legal and policy compliance across stock control, H&S, and customer data handling. Stay informed on best practices in logistics, customer service, and tech integration. What We’re Looking For Experience in a high-volume operations and customer services environment. Proven ability to solve problems creatively and lead cross-functional teams. Highly methodical and analytical, with strong attention to detail. Technically confident – proficient with operational platforms (e.g., ERP, CRP and Excel). Able to analyse data and translate insights into strategic action. Comfortable managing both internal teams and external relationships. Strong commercial awareness, budget control, and process mindset. Nice to Haves’ (not essential) Amazon and e-Bay experience Familiarity with database driven websites Ability to analyse data and draw insights to drive business decisions using MS applications (Excel) and CRM (NetSuite, Salesforce etc) Working in a medium sized established company that is growing