Warehouse and customer service operations manager supply chain

We are seeking an experiencedOperations Managerto 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.

Hours are Monday - Friday 8am - 4pm (after probation 1 day working from home)

Warehouse Operations

• Manage day-to-day operations of theMultiuser Warehouse (MUW)ensuring safe, efficient and compliant performance.
• Act as subject matter expert forOMNI and SOM warehouse systems, troubleshooting operational issues where possible.
• Maintain data integrity and adherence to warehouse workflows and procedures.
• Develop and maintainSOPs, 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 withhealth & safety regulations, company policies and audit requirements.

Additional Services Operations

• Oversee daily operations of theAdditional 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 introducenew 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 theCustomer 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 ofshort-term operational strategiesaligned 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.
• Leadroot cause investigationsand 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 anOperations Manager, Warehouse Manager, or Logistics Managerrole.
• Strong background inwarehouse operations, logistics or supply chain environments.
• Experience managingcustomer service or operational support teams.
• Demonstrated experience monitoringKPIs, operational performance and service delivery.
• Experience leadingprocess improvement initiatives and operational investigations.
• Strong understanding ofhealth & safety, compliance and operational governance.
• Experience working withwarehouse management systems (WMS)or similar operational platforms.
• Proven leadership experience includingstaff coaching, training and performance management.

Preferred Skills

• Experience managingmulti-site or multi-service operations.
• Experience withfinancial reporting, revenue analysis or service billing processes.
• Strong analytical and problem-solving skills.
• Excellent communication and stakeholder management abilities.
• Experience supportingoperational strategy and business improvement initiatives.

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