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Working pattern: Hybrid with 2 days per week on‑site

We are recruiting for an Operations Manager to take ownership of day‑to‑day B2B operations and lead a growing Sales Support team within an established UK‑wide business.

This is a newly created role with a real opportunity to build and improve the operational function. The team is growing quickly, so we're looking for someone who can bring structure, introduce effective processes and develop a scalable way of working as the operation expands.

The role

You’ll take ownership of the operational journey from quote through to order, fitting and aftercare, ensuring customers receive a fast, consistent and reliable service. Leading a small Sales Support team, currently two people, with the potential to grow to around five as the B2B operation expands.

Your responsibilities will include:

• Managing day‑to‑day B2B operations, including quotes, orders, customer queries, escalations and aftercare.
• Leading, coaching and developing the Sales Support team.
• Building, documenting and continuously improving operational processes.
• Introducing clear workflows, SLAs and priorities to ensure consistent service levels.
• Identifying bottlenecks, duplicated work and manual processes and finding better ways of working.
• Working closely with stores, fitting teams, Finance and Supply Chain to ensure orders are delivered accurately and on time.
• Partnering with the Key Account Manager to maintain strong client relationships and service levels.
• Helping to develop and embed systems and CRM processes.
• Monitoring and reporting on operational KPIs, including fulfilment, quote and order turnaround, query resolution and SLA performance.
• Managing competing priorities while maintaining a strong focus on customer service.
• Ensuring relevant health, safety and security requirements are followed.

About you

We're looking for someone who has already operated at this level and is comfortable taking ownership rather than waiting for processes to be handed to them.

You’ll ideally have:

• Solid experience managing and developing a team.
• Proven experience of building, documenting and improving operational processes.
• Experience taking ownership of operational performance and improving efficiency.
• A strong understanding of KPIs, SLAs and performance management.
• Experience working in a B2B, contracting, property services or multi‑site retail environment.
• Strong organisational skills and the ability to manage multiple priorities.
• A practical, process‑driven approach — you naturally look for ways to make things work better.
• Strong communication and relationship‑building skills.
• Confidence working with systems, CRM and operational reporting.
• The ability to remain calm and make sensible decisions when things get busy.

The opportunity

This is an opportunity to join a growing B2B operation at an important stage of its development.

You’ll have genuine ownership of the operational function, with the opportunity to shape processes, develop the team and build an operation that can scale with the business.

The Sales Support team is expected to grow significantly, so this role will suit someone who enjoys building structure, developing people and making tangible improvements.

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