Operations Manager

Operations Manager (Delivery, Standards & Improvements)

Our client is an award-winning, multi-site domestic moving company, known for high standards of customer service and operational excellence. As they continue to grow and modernise, they're looking for an experienced Operations Manager to lead day-to-day delivery at their Hounslow depot.

This is a hands-on, customer-facing role for someone who leads from the front - on the warehouse floor and on the phone with customers when it matters. You'll take ownership of operational standards, people leadership, compliance and continuous improvement across the site, working closely with the wider Operations team.

What you'll be doing

People leadership

• Providing clear, visible leadership - setting expectations and holding the team accountable for delivery
• Coaching and developing supervisors, foremen and future leaders
• Building a culture where problems are raised early and standards are understood

Performance management & HR

• Managing attendance, timekeeping, conduct and performance
• Leading performance conversations, agreeing and following through on improvement actions
• Supporting fact-finding, investigations, probation, absence, disciplinary and grievance processes

Operational standards, health & safety and compliance

• Ensuring safe systems of work and legal compliance are followed across both sites
• Maintaining PPE, training and equipment standards
• Identifying and correcting unsafe practices, and acting on incidents and near misses

Continuous improvement

• Challenging outdated working practices and identifying root causes of recurring issues
• Introducing sensible process improvements and making good use of systems, technology and data
• Encouraging improvement ideas from the team and measuring results

KPI & performance management

• Owning key operational performance measures and reviewing against agreed standards
• Explaining variances, agreeing corrective actions with clear owners and deadlines
• Giving senior management early visibility of risks and decisions required

Quality & customer service

• Reviewing complaints, damages, claims and service failures, and investigating root causes
• Speaking directly with customers to resolve issues
• Turning recurring trends into process and capability improvements

What we're looking for

• A strong background in operations, warehousing or removals - removals/moving experience is great but not essential
• A genuine team player who will fit well into an existing, established Ops team
• High standards and a real focus on customer service
• Someone open to modernising ways of working, including the adoption of new technology and AI as an operational resource
• KPI experience is a strong advantage - this is an area the department is looking to strengthen
• Counterbalance forklift licence required
• Full UK driving licence, with experience driving 3.5t Luton vans

This is a genuinely hands-on leadership role within a well-respected, award-winning business - ideal for someone who wants to make a visible, measurable difference to how an operation runs.

Interested? Get in touch to find out more.