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Job Description

Senior Customer Operations Manager\n\n"Multi-site leadership across two operational centres. Home-based collections, facility transfers, sensitive handling and field logistics" \n\n£65,000 to £75,000 plus Excellent Benefits \n\nNorth West \n\nFor Operators Who Want Their Leadership to Matter - Every Single Day. \n\nLeading people and services that matter deeply to families.

Supporting teams who enter private homes and sensitive environments at life's most delicate moments, where empathy, dignity and operational excellence must work together. \n\nAbout the Role \n\nThis is a rare and meaningful senior operational leadership opportunity. \n\nYou will take ownership of a highly sensitive, multi-site field service operating at critical moments in people's lives.

One site is well established in the North West; a second site in the East Midlands has been acquired and will be mobilised during 2026/2027. You will be responsible for stabilising and elevating the existing operation while preparing the second for full integration into a unified Northern regional model. \n\nThis role exists because the scale, complexity and emotional weight of the service have outgrown a manager-only structure.

What is required now is a senior operational leader with the authority, judgement and confidence to take decisions locally, reduce dependency on distant escalation, and create consistency across sites. \n\nThe service includes urgent and planned home-based collections, facility transfers from hospitals, hospices, care homes and mortuaries, controlled handling within specialist environments, and the preparation and delivery of ashes. Teams enter private homes daily, supporting families in highly emotional circumstances, requiring the utmost professionalism, compassion and respect.

\n\nOperationally, you will oversee field crews operating in private-ambulance-style vehicles, scheduling and workforce planning, rota accuracy, fleet readiness, safety, compliance, MI, service recovery and the mobilisation of the new site.\n\nThis is a 24/7 essential service. The role demands calm, grounded leadership and the operational discipline to run a time-critical operation where mistakes carry human, reputational and organisational consequences. \n\nYou will act as the senior operational authority for the Northern region - a visible leader who provides clarity, structure and reassurance to teams, and confidence to the wider organisation.

\n\nKey Responsibilities \n\nLead operational teams across two sites, ensuring professional behaviour and compassionate service. \nOversee home collections, facility transfers and sensitive handling processes. \nManage controlled environments, including mortuary-adjacent processes.

\nLead resource planning, scheduling and workforce deployment for a shift-based workforce. \nMaintain fleet readiness, safety checks, cleanliness and compliance documentation. \nAnalyse MI, forecasting and operational trends to improve OTIF, cost-to-serve and service stability.

\nRespond to real-time operational challenges, ensuring calm, decisive and structured service recovery. \nMobilise the new East Midlands site and embed consistent standards across both operations. \nAct as the primary escalation point for complex operational decisions in the Northern region.

\nSupport and coach managers and team leaders handling emotionally challenging work, providing clarity, structure and confidence. \n\nAbout You \n\nThis role suits a senior operational leader, not a first-time step-up. \n\nYou may come from any of the following backgrounds: \n\nAmbulance operations \nNEPTS / patient transport \nClinical home delivery (oxygen, mobility, medical devices) \nFuneral or end-of-life transfer operations \nMortuary operations \nPathology or specimen transport \nHospice or community care logistics \nOther time-critical, people-centred field operations \n\nYou are someone who: \n\nLeads dispersed, shift-based field teams with authority and empathy \nMakes confident decisions without needing constant escalation \nStays calm and credible when plans change or pressure spikes \nUnderstands the responsibility that comes with entering private homes \nHolds teams to professional standards without losing humanity \nHas strong scheduling, rota planning and resource modelling capability \nUnderstands fleet safety, compliance and operational readiness \nCan interpret MI and spot operational risk early \nHas led through change, growth or site mobilisation \nIs emotionally mature and resilient \nWants to do work with meaning, impact and human value \n\nA Realistic Day in This Role \n\nSupporting a team member after a particularly difficult home collection.

\nMaking a rapid decision to reroute crews following an urgent hospital transfer request. \nWorking with scheduling to resolve a rota gap caused by sickness or demand spikes. \nChecking standards and wellbeing within controlled handling environments.

\nReviewing fleet readiness and addressing vehicle availability issues. \nLeading a morning operational briefing at one site and a mobilisation meeting at the other. \nManaging a service recovery incident with calm authority and clear communication.

\n\nThis Role Is Not for You If \n\nYou are uncomfortable working around mortuary or end-of-life processes. \nYou prefer office-only leadership roles with limited field exposure. \nYour experience is limited to warehouse, depot or parcel logistics.

\nYou avoid difficult conversations or performance management. \nYou are uncomfortable supporting teams through emotionally challenging work. \nYou require constant escalation or direction to make operational decisions.

\n\nWhy This Role Matters \n\nYou will lead teams who deliver an essential service with compassion, dignity and respect. Your leadership will directly shape the experience of families at some of the most sensitive moments of their lives. \n\nThis is not just an operations role.

\n\nIt is leadership where judgement, humanity and accountability truly matter. \n\nLocation \n\nMulti-site responsibility across the North West and East Midlands. \n\nIdeal locations include: \n\nCheshire, South Manchester, Derbyshire, Staffordshire, Nottinghamshire and the South Yorkshire/Sheffield corridor.

\n\nSalary and Benefits \n\n£65,000 to £75,000 \nExcellent Benefits package including 30 days' annual leave plus bank holidays, pension via salary sacrifice, life assurance, health cash plan, family-friendly policies, and access to wellbeing benefits such as cycle-to-work and discounted gym membership.\nClear progression toward a wider regional leadership remit \n\nHow to Apply \n\nTo express interest, please apply via this advertisement. All enquiries are handled discreetly

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