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Job Description

We are seeking an experienced Operations Manager to oversee multiuser warehouse operations, additional services, and customer service functions. The role is responsible for ensuring safe, efficient and compliant operations while driving service performance, process improvements and revenue growth opportunities.

The successful candidate will act as a key operational leader, managing day-to-day business activities, monitoring performance against KPIs, supporting strategic initiatives and ensuring high standards of customer service across all operational areas.

Warehouse Operations

Manage day-to-day operations of the Multiuser Warehouse (MUW) ensuring safe, efficient and compliant performance. Act as subject matter expert for OMNI and SOM warehouse systems, troubleshooting operational issues where possible. Maintain data integrity and adherence to warehouse workflows and procedures. Develop and maintain SOPs, training materials and process documentation. Deliver training and coach operational teams to improve capability and performance. Monitor operational KPIs and address any performance issues proactively. Lead investigations into operational issues and stock discrepancies and ensure root cause resolution. Ensure compliance with health & safety regulations, company policies and audit requirements.

Additional Services Operations

Oversee daily operations of the Additional Services department, including parcel deliveries and service coordination. Manage financial reporting and monthly invoicing processes for additional services. Monitor service performance against KPIs and contractual requirements. Identify opportunities to introduce new services and revenue streams. Produce monthly dashboards analysing revenue performance, trends and opportunities. Work with internal stakeholders to implement new operational service offerings.

Customer Service Management

Manage the Customer Service department, ensuring efficient handling of calls, emails and booking requests. Oversee rota planning, holiday approvals and sickness cover. Monitor attendance and team performance, providing coaching where required. Ensure accurate record keeping within internal systems (including AMIS). Maintain high standards of customer communication and professional service delivery.

Operational Strategy & Performance

Support development and delivery of short-term operational strategies aligned with business objectives. Analyse operational and financial data to identify improvement opportunities. Coordinate cross-departmental initiatives and monitor performance against targets. Provide regular reporting and performance updates to senior leadership.

Quality & Continuous Improvement

Support process development and drive adherence to operational procedures. Lead root cause investigations and implement corrective actions to prevent operational failures. Support internal and external audits and ensure strong compliance outcomes. Promote continuous improvement and operational resilience across teams.

Required Experience & Background

Previous experience in an Operations Manager, Warehouse Manager, or Logistics Manager role. Strong background in warehouse operations, logistics or supply chain environments. Experience managing customer service or operational support teams. Demonstrated experience monitoring KPIs, operational performance and service delivery. Experience leading process improvement initiatives and operational investigations. Strong understanding of health & safety, compliance and operational governance. Experience working with warehouse management systems (WMS) or similar operational platforms. Proven leadership experience including staff coaching, training and performance management.

Skills

Experience managing multi-site or multi-service operations. Experience with financial reporting, revenue analysis or service billing processes. Strong analytical and problem-solving skills. Excellent communication and stakeholder management abilities. Experience supporting operational strategy and business improvement initiatives.

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