Operations & Customer Services Manager £40000-£50000 + Annual Bonus / benefits Healthcare products
NW10 (NW London)
Office Based Monday to Friday
Overview
We are looking for a dynamic and detail-driven individual to lead our operational and customer services team, ensuring an exceptional end-to-end customer experience. This is a hands-on role for a creative problem solver who thrives on improving systems, processes, and service delivery.
Operations & Logistics
- Lead and manage core operational areas: order pipeline, stock, warehouse operations, dispatch and logistics.
- Improve and maintain systems and processes to optimise workflow and efficiency.
- Use data and reporting tools to monitor KPIs, spot inefficiencies, and implement improvements.
- Support the Warehouse Manager to prioritise resources to meet order demand and delivery timelines.
- Oversee procurement to minimise back-order delays.
- Manage freight partners
Customer Services
- Oversee the Customer Services team to deliver outstanding support and aftersales care.
- Ensure queries, complaints, and order issues are resolved quickly and professionally.
- Track customer satisfaction metrics and work cross-functionally to resolve service-impacting issues.
Team Leadership & Collaboration
- Direct and support customer-facing staff to deliver seamless service and fulfilment.
- Develop the team's skills and motivation through mentoring and coaching.
- Maintain productive relationships with suppliers and vendors.
- Collaborate with Sales and Marketing to support growth, margin, and service goals.
Compliance & Continuous Improvement
- Ensure legal and policy compliance across stock control, H&S, and customer data handling.
- Stay informed on best practices in logistics, customer service, and tech integration.
What We're Looking For
- Experience in a high-volume operations and customer services environment.
- Proven ability to solve problems creatively and lead cross-functional teams.
- Highly methodical and analytical, with strong attention to detail.
- Technically confident - proficient with operational platforms (e.g., ERP, CRP and Excel).
- Able to analyse data and translate insights into strategic action.
- Comfortable managing both internal teams and external relationships.
- Strong commercial awareness, budget control, and process mindset.
Nice to Haves' (not essential)
- Amazon and e-Bay experience
- Familiarity with database driven websites
- Ability to analyse data and draw insights to drive business decisions using MS applications (Excel) and CRM (NetSuite, Salesforce etc)
Working in a medium sized established company that is growing.