Head of Operations

Job PurposeThe Head of Operations is responsible for leading and optimising the day-to-day operations of Berwick Care's supply services, ensuring the efficient, timely, and cost-effective delivery of high-quality products to care homes. The role ensures that clients are consistently supported with reliable supplies that enable safe, compliant, and effective care provision.The postholder oversees procurement, inventory management, and logistics, maintaining strong supplier relationships and ensuring compliance with relevant quality, health, and safety standards. They are also responsible for driving operational improvements, managing resources effectively, and minimising costs without compromising service quality.Working closely with senior leadership, the Head of Operations supports business growth by strengthening client relationships, improving service performance, and identifying opportunities to enhance processes and expand the company's offering. The role promotes a culture of accountability, responsiveness, and excellence across the operations team.Accountabilities:Operational LeadershipOversee the day-to-day running of all operational activities across the businessEnsure orders are processed accurately and delivered within agreed timeframesMonitor workflows to maintain efficiency and high service standardsIdentify and address operational issues quickly to minimise disruptionEnsure all teams are aligned and working to agreed processes and prioritiesSupply Chain & Procurement ManagementManage the end-to-end procurement process from sourcing to deliveryNegotiate pricing, terms, and service levels with suppliersMonitor supplier performance against agreed standards and KPIsDevelop and maintain strong, reliable supplier partnershipsIdentify alternative suppliers to reduce risk and improve cost efficiencyInventory Control & Stock ManagementMaintain accurate stock records and robust inventory systemsMonitor stock levels to prevent shortages and overstockingAnalyse usage trends to improve forecasting and ordering cyclesImplement stock control procedures to minimise waste and lossConduct regular stock audits and reconciliationsLogistics & Distribution OversightOversee warehousing, picking, packing, and dispatch processesEnsure deliveries are scheduled and completed efficientlyMonitor delivery performance and resolve delays or errorsWork with logistics providers to improve reliability and cost efficiencyContinuously review and improve distribution processesCompliance, Quality & SafetyEnsure compliance with health and safety regulations across operationsMaintain product quality standards in line with care sector requirementsEnsure proper documentation and product traceability is in placeConduct regular checks and audits to ensure compliancePromote a safe working environment for all staffCustomer & Client Relationship ManagementBuild and maintain strong relationships with care home clientsEnsure client needs and expectations are consistently metHandle complaints and service issues in a timely and professional mannerGather client feedback to identify improvement opportunitiesSupport account retention and long-term client satisfactionFinancial & Cost ManagementMonitor operational budgets and control costs effectivelyIdentify opportunities to reduce spending without impacting qualityTrack financial performance and report variances to senior managementSupport pricing decisions through cost analysisEnsure efficient use of resources across all operationsTeam Leadership & DevelopmentLead, manage, and support the operations team on a daily basisSet clear objectives and performance expectationsProvide coaching, training, and development opportunitiesConduct regular performance reviews and feedback sessionsFoster a positive, accountable, and collaborative team culturePerformance Monitoring & Continuous ImprovementTrack operational KPIs such as delivery times, accuracy, and cost efficiencyAnalyse performance data to identify trends and issuesImplement process improvements to enhance productivity and service qualityEncourage a culture of continuous improvement across the teamRegularly review systems and processes to drive efficiencyBusiness Growth & Development SupportSupport initiatives to grow the business and expand client baseIdentify opportunities to improve services or introduce new productsWork with senior leadership on strategic planning and developmentContribute to improving the company's market position and competitivenessSupport the onboarding and servicing of new clientsRequirementsEssential:3+ years of leadership or management experience, with strong team management skills and the ability to motivate and develop staff3+ years of procurement experience and experience in inventory controlUnderstanding of accounting and finance principlesExperience negotiating with suppliersProficiency in IT systems, including Microsoft Office and stock/order management systemsEligible to work in the United KingdomDesirable:Experience in logisticsExperience working in a care supplies, healthcare, or other regulated environmentKnowledge of compliance and quality standards relevant to the care sectorExperience with inventory management or ERP systemsFormal management qualification (e.g. ILM, CMI or equivalent)Experience in contract managementExperience with business improvement or lean/process improvement methodologiesExperience building relationships with clients and suppliersKnowledge of customer service principles and maintaining high service standardsKnowledge of health and safety requirements within a warehouse or operational environmentFull UK driving licenceBenefitsWhat We Offer:Competitive salary of £65,000-£80,000/yearFree onsite gymFree lunch and unlimited snack cupboardOnsite parkingFriendly, supportive team and inclusive workplace culture