Operations Manager

Job Title: Operations Manager (Delivery, Standards & Improvements)Location: HounslowSalary: £40K-£50K OTEHours: Monday - Friday, 7am - 4pm, plus every 3rd SaturdayOur 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 doingPeople leadershipProviding clear, visible leadership - setting expectations and holding the team accountable for deliveryCoaching and developing supervisors, foremen and future leadersBuilding a culture where problems are raised early and standards are understoodPerformance management & HRManaging attendance, timekeeping, conduct and performanceLeading performance conversations, agreeing and following through on improvement actionsSupporting fact-finding, investigations, probation, absence, disciplinary and grievance processesOperational standards, health & safety and complianceEnsuring safe systems of work and legal compliance are followed across both sitesMaintaining PPE, training and equipment standardsIdentifying and correcting unsafe practices, and acting on incidents and near missesContinuous improvementChallenging outdated working practices and identifying root causes of recurring issuesIntroducing sensible process improvements and making good use of systems, technology and dataEncouraging improvement ideas from the team and measuring resultsKPI & performance managementOwning key operational performance measures and reviewing against agreed standardsExplaining variances, agreeing corrective actions with clear owners and deadlinesGiving senior management early visibility of risks and decisions requiredQuality & customer serviceReviewing complaints, damages, claims and service failures, and investigating root causesSpeaking directly with customers to resolve issuesTurning recurring trends into process and capability improvementsWhat we're looking forA strong background in operations, warehousing or removals - removals/moving experience is great but not essentialA genuine team player who will fit well into an existing, established Ops teamHigh standards and a real focus on customer serviceSomeone open to modernising ways of working, including the adoption of new technology and AI as an operational resourceKPI experience is a strong advantage - this is an area the department is looking to strengthenCounterbalance forklift licence requiredFull UK driving licence, with experience driving 3.5t Luton vansThis 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.