Operations and Service Delivery Manager - Harrow Green : Job Details

Operations and Service Delivery Manager

Location: Croydon, CR2 6PL

Salary: £40,000 - £42,000 per annum + Car Allowance

Hours: 45 hours per week

Contract type: Permanent, Full time

Are you a hands-on leader with a passion for delivering exceptional customer service and operational excellence? We’re looking for a dynamic Operations & Service Delivery Manager to oversee and guide our high-performing team, ensuring seamless relocation services that leave clients impressed and satisfied. If you're ready to make an impact and drive business growth while fostering a positive, customer-first culture, we want to hear from you!As Operations & Service Delivery Manager, you will play a key role in coordinating daily service operations, delivering on our commitment to quality and client satisfaction. Working alongside the Assistant Operations/Warehouse Manager, you’ll lead by example, ensuring efficiency, innovation, and performance excellence at every stage of the relocation process. Travel to customer sites is required to ensure successful on-site service delivery.Key Responsibilities

• Oversee daily operations to ensure top-tier customer experiences and satisfaction. Develop strategies to enhance service engagement and ensure operational efficiency
• Lead, train, and support on-site colleagues, creating a culture of high performance, quality, and professionalism
• Handle customer enquiries, complaints, and escalations, ensuring positive outcomes and fostering long-term client relationships
• Analyse key performance indicators (KPIs), identify areas for improvement, and implement data-driven changes to optimise productivity and service quality
• Work with senior management to ensure alignment with organisational goals and departmental objectives, driving business success and financial targets
• Foster an environment that encourages continuous learning and personal development, empowering your team to reach their full potential

• Extensive experience in operations or service management with proven leadership skills
• A strategic mindset with the ability to think critically, solve problems, and make data-driven decisions
• A customer-first approach with exceptional interpersonal skills and a passion for team development
• Excellent project management, organisational, and communication skills
• Strong track record of improving operational efficiency, meeting performance targets, and driving customer satisfaction
• Knowledge of industry regulations and compliance requirements, with experience in managing budgets and financial targets
• A CPC license is desirable