We're hiring a Head of Operations for a consumer durables SME based in Bedfordshire, with hybrid working. This company is an established multi channel British brand with a strong presence in the UK & Irish markets. After experiencing double digit growth for the last few years they are now looking to expand into new geographical markets and launch new channels. Reporting into the Founder, the Head of Operations will play a pivotal role in ensuring customers receive their orders efficiently and experience outstanding service. This role is integral to driving customer satisfaction and maintaining their high Trustpilot review scores. You will oversee the end-to-end operational process, with a strong emphasis on leadership, collaboration, and continuous improvement. Key Responsibilities Customer Service Leadership : Lead and manage the customer service team, fostering a culture of excellence and ensuring customer queries are resolved promptly and effectively. Team Development : Supervise and mentor the operations assistant, enabling smooth execution of daily tasks and fostering their growth. 3PL Management : Act as the primary liaison with their third-party logistics provider, holding them accountable for meeting delivery timelines and maintaining high service standards. Supplier Coordination : Handle stock orders with suppliers to ensure consistent availability, proactively addressing any potential delays. Process Optimization : Continuously evaluate and refine operational workflows to enhance efficiency, minimize errors, and boost overall customer satisfaction. Skills & Qualifications A proven track record in a start-up, SME or high-growth company, with direct experience scaling operational functions. Strong expertise in e-commerce operations and a keen understanding of its unique challenges. High technical proficiency, with the ability to quickly learn and leverage new tools and systems. Solid leadership capabilities, with the ability to motivate and guide team members toward achieving shared goals. A solutions-focused mindset, coupled with a relentless drive for results. Work Environment This role involves a blend of on-site (3 days per week near Bedford) and remote working (2 days per week). The successful candidate can expect a base salary between £45,000 and £60,000 plus benefits.