Role Purpose
To ensure the smooth running of the workshop in order to meet customer deadlines (proposal and wedding dates), providing exceptional customer service and achieving operational efficiencies.
Role At A Glance
As Operations Manager you will have responsibility for the smooth running of our workshop, and ensuring our customers receive the best customer service, hands down. You’ll ensure orders are delivered on time, customers receive exceptional communications, both verbally and written and material supplies are efficiently managed. Sustainability, ethics and craftsmanship is at the heart of everything we do and you will help shape our commitment to continuous improvement.
Organisation and attention to detail are crucial in this role in order to maintain the highest standards in the workshop as is a positive attitude.
Using our work planner management system, you will help prioritise customer orders on a weekly basis to ensure deadlines are never missed and your meticulous organisational skills means material and office supplies are efficiently managed at all times.
This is an exciting time to join a growing small business helping to keep the team motivated and shape how the business is run operationally.
Key Responsibilities
Order Management:
* Responsible for the management of our work planner ensuring all deadlines are met and customers receive their jewellery orders on time.
* Serve as the proactive, reliable, and trustworthy main point of contact for customers, to ensure they are kept well informed and the inbox is well managed and maintained and our customer workflows are kept up to date in Hubspot.
* Provide clients with timely order quotes following virtual and in-person workshop visits.
* Responsible for the ordering of all our ethical materials to facilitate the making of our products / orders.
* Management of the hallmarking process inline with the work planner to ensure all orders are submitted and processed to meet customer delivery deadlines.
* Oversee postal duties as and when required.
‘Office’ Management
* Management of the team on a day to day basis, including:
* Approval of the team's holidays ensuring enough cover is maintained across the workshop for the efficient delivery of orders.
* Delivery of the team's PDPs once a quarter.
* Oversee office supplies are well stocked.
* Responsible for delivering Trees For Life tree dedications on a monthly basis.
* Help capture social media content showing the fun aspect of the workshop but also the craftsmanship that goes into making our jewellery.
About You
You will be a hardworking, self-motivated individual who can think outside the box, and works well under pressure. You are able to use your own initiative, have exceptional written communication skills and are willing to learn.
Experience:
* At least three years administrative or operational experience is essential.
* Experience in delivering exceptional customer care is required.
* You will have experience of managing teams/people.
Skills:
* Strong administration and system skills, with the ability to multitask.
* Proactive organisational skills to coordinate orders, makers, material supplies and hallmaking based on delivery deadlines.
* Excellent interpersonal skills being able to interact with different personalities (team mates and customers), whether in the workshop, on the phone, or on email.
* Confident using online software (CRM) and other online tools e.g. Google Workspace.
* Proficient with Microsoft Excel.
What you can expect from us
* Relaxed, casual work environment
* Team socials
* 31 days holiday (including bank holidays)
* Nest workplace pension scheme
* Be part of a fast-growing, sustainable and ethically-minded small business
Qualifications
* 3+ years of experience in a similar role
* Proficiency with Microsoft Office
* Strong organizational and communication skills
* Strong ability to multitask
* Comfort working with multiple groups within business